It is important for a franchisor to know how franchisees feel individually and collectively.
This is important because franchisee satisfaction has the power to help build or destroy a franchise system, depending on whether it is positive or negative.
Much, of course, should be done throughout the year in personal interactions and otherwise to know where franchisees are at. But nothing focuses attention nor can provide a professional measure, like an independent franchisee satisfaction survey of all franchisees simultaneously.
For most franchise companies we would recommend an annual or biannual franchisee satisfaction survey.
There are many measures within a franchisee sentiment survey, like a franchisee’s intentions to remain or recommend, that should be regarded as a critical franchisor KPI or Key Performance Indicator.
Of course, surveying franchisees and reviewing results are not enough alone. A franchisor also needs to act on the survey, and consider the survey as part of an ongoing development and improvement journey.
That journey should also involve franchisees individually, in groups regionally or as a total network, and the Franchise Advisory Council, if you have one, in considering and improving the franchise on an ongoing basis.
- Do you conduct a regular and independent Franchisee Satisfaction Survey?
- What steps do you take to engage with franchisees (and other stakeholders) after a Franchisee Satisfaction Survey is completed?
- What changes have you implemented as a result of a Franchisee Satisfaction Survey insight?
About the Franchising Best Practice 500 Series
This is part of a series of franchising best practices. Franchize Consultants is sharing and publishing these best practices weekly for the betterment of franchising. We know that better knowledge and execution of franchising best practices leads to bigger and more valuable franchisor and franchisee businesses.
We have assembled the first 40 best practices into The Best Practice Handbook, which is available for purchase.