Survey FAQs

We’ve compiled some of the most frequently asked questions we get from clients about their franchisee satisfaction surveys. If you don’t see your question here, feel free to contact us at [email protected] or call 603.433.2270.


Can I customize my survey?

Yes! Franchise Business Review asks 33 standard benchmark questions that are required to be eligible for our Franchisee Satisfaction Awards. In addition, you can add as many questions as you like to measure and track progress on programs and initiatives unique to your organization. Our Client Success Managers are available to help you identify custom questions you can ask to get the most out of your survey. The cost for custom questions is $150 per five questions.

How long does the survey stay open?

Surveys typically stay open for 3-4 weeks; for larger systems we may keep surveys open for 4-6 weeks. In all cases, we work with the franchisor to monitor participation and keep the survey open longer if needed, as well as provide strategies and support to maximize participation.

When is the best time of year to survey my franchisees?

That’s entirely up to you. To get the most engagement and participation, we recommend you don’t survey during franchisees’ busiest time of year or slowest time of year. With that said, what’s most important is that you survey at least annually.

Do I have to invite all my franchisees to participate?

Yes. We need the contact information for all franchisees in your system who are open and operating for at least three months in order to accurately measure franchisee satisfaction within your system and qualify you for our awards.

Do you keep our information private?

Rest assured, FBR’s survey process is completely confidential. None of the information we gather from you or your franchisees will ever be made public without your approval. However, if your brand scores well in our franchisee satisfaction research, you are eligible to be listed in our annual guides that highlight the Top Franchises in North America. Neither prospective franchise buyers, nor your competitors, will even know if you participated if your score is not high enough to be named in a guide.

What type of reports do I get after the survey?

When the survey is complete, we’ll provide you with a suite of reports that will give you a comprehensive view of the strengths and weaknesses of your system. The suite includes a Satisfaction Detail Report, Benchmark Report, Annual Trend Report, Feedback Report, and Summary Report. See sample reports. In addition, you get complete access to your data via our interactive online tool for 90 days so you can create your own custom analysis of the results and/or you can request custom reports from FBR.

How long does it take to get the survey results?

If you opted in for the full/paid survey, you’ll be able to access results in real-time using the online tool. Once your survey wraps, you can expect to receive the final results of your survey within 2-3 business days. The PDF reports will be emailed to you. If you opted for the free survey, you will receive a snapshot of your results via email within a week.

What is an FSI score?

Once your survey is complete, Franchise Business Review will calculate your Franchisee Satisfaction Index (FSI) score – a weighted sum of positive responses to a specific question or a group of questions within the eight key areas being measured on the satisfaction survey. FSI can range from 0 to 100%, and while an FSI score on its own is not all that valuable, using it as a benchmark to measure against other areas, or to compare various franchise systems and industry sectors, is extremely useful in measuring and tracking the health of a system over time. You can read about FSI in more detail here.

How are award winners selected?

Brands that participated in our franchisee satisfaction survey spanning the most recent 18 month period are considered, with those within 12 months being weighed more favorably. From there, we analyze the FSI scores and determine a benchmark. Brands exceeding the benchmark are identified as “top franchises.”

Have Other Questions?

Contact Nicole Dudley

Client Success Manager

[email protected]