Under what condition might a Mr. Sandless franchisee be charged directly for the cost of customer surveys?
Mr_Sandless Franchise · 2025 FDDAnswer from 2025 FDD Document
We may periodically assist franchises to maintain high quality standards through customer surveys, customer interviews, and other similar initiatives ("Surveys"). The cost of these programs will be paid by the Advertising Fund; however, the cost of these programs may be charged directly to you if your results of a Survey fall below System established minimum standards for Surveys. Any fees charged to and paid by you will be contributed to the Advertising Fund.
Source: Item 11 — FRANCHISOR'S ASSISTANCE, ADVERTISING, COMPUTER SYSTEMS AND TRAINING (FDD pages 19–25)
What This Means (2025 FDD)
According to Mr. Sandless's 2025 Franchise Disclosure Document, the cost of customer surveys, interviews, and similar initiatives aimed at maintaining high-quality standards is typically covered by the Advertising Fund. However, a Mr. Sandless franchisee may be directly charged for these survey programs if their performance falls below the minimum standards established by the Mr. Sandless system.
This means that Mr. Sandless uses customer feedback to monitor the quality of its franchise locations. If a franchisee consistently receives poor survey results, they may have to bear the cost of additional surveys to identify and address the issues. This creates a direct financial incentive for franchisees to maintain high standards of service and customer satisfaction.
Any fees charged to the franchisee for these surveys are then contributed back into the Advertising Fund. This ensures that while the underperforming franchisee is held accountable for the costs associated with assessing their shortcomings, the funds are still used to benefit the Mr. Sandless system as a whole. This policy encourages franchisees to prioritize customer satisfaction and adhere to system standards, as poor performance can lead to direct financial consequences.