Franchise Factbook
Research & insights

Customer Satisfaction Survey

A franchisor sees system-wide revenue but rarely sees why one location outperforms another three miles away. Customer feedback collected the same way at every unit turns that into a ranking you can manage against — and gives an underperforming operator something specific to fix.

Get scope and pricingFrom $400 / location / month

What it measures

Overall satisfaction and recommendation
The headline measure, collected the same way at every location so units are genuinely comparable.
Service and staff
Speed, attitude and competence — usually the largest single driver of the gap between your best and worst units.
Product or delivery quality
Consistency against brand standard, which is what a customer actually means by a bad experience.
Premises and presentation
Cleanliness and condition, the cheapest problem to fix and the one that most often goes unreported.
Value for money
Perceived value, tracked separately from price so you can tell a pricing problem from a delivery problem.

What you get

  • A live league table of every location in the system
  • Per-location detail your field team can take into a visit
  • Alerts when a unit drops below a threshold you set
  • Trend lines per location, so a slide is visible before it shows up in sales
  • Roll-up reporting by region or franchisee for multi-unit owners

How it runs

1Set upWe agree the question set and how customers are invited — QR code, receipt link, or post-visit email through your existing system.
2CollectionFeedback arrives continuously rather than in an annual burst, so the data reflects the business as it actually runs.
3ReportingYour team sees the league table and the per-location detail; alerts go to whoever you nominate.
4ReviewA quarterly read-out on what moved, which units improved, and where the system-wide patterns are.

Straight answers

Does this feed our Factbook Score or public ranking?

No. Same firewall as every service here: the Score is computed from regulatory filings only. Customer feedback you commission is operational data for you, and it is not published and not scored.

Can individual franchisees see their own results?

Yes, if you want them to — most systems do, because a league table nobody can see changes nothing. You control who sees what.

Is there a minimum number of locations?

No hard minimum, but below roughly ten units a league table stops telling you much that you did not already know from talking to your operators.

Talk to us

Tell us about your system

We'll come back with scope, timing and a price. No sales sequence, and nothing you tell us here changes a single number published about your brand.

Prefer email? hello@franchisefactbook.com

Results are private to the commissioning brand and are never an input to the Factbook Score or any ranking on this site. All franchisor services · How the Score is computed