Franchisee satisfaction may seem like a soft, subjective issue, but it’s critical for building a healthy franchise system. It has a direct and measurable impact on system profitability: When you have satisfied franchisees your overall system performance improves dramatically by:
Reducing costs
Increasing operational effectiveness
Bringing in more royalties
Getting more recommendations, and
Selling more franchises
In order to get there you need to have a clear understanding of your franchisees’ experiences and expectations. That can only be achieved by collecting detailed, objective data on your system, measuring it against comparable industry benchmarks and indexes, and making changes to produce continuous system improvements.