FAQ2020-12-02T17:46:12+00:00

Frequently Asked Questions

What is the cost to participate?2021-01-07T14:09:19+00:00

The cost to register is $495 USD for franchisors and suppliers. The entry fee is waived for franchise owners.

 

What will my company receive?2020-11-16T20:07:50+00:00

All participants will receive a scorecard showing their benchmark scores in the eight key areas of the survey. Award winners will also receive a PR toolkit with award graphics, a press release template and other opportunities for promotion.

Additionally, your company has the option of purchasing detailed reports that capture all the data collected from your employees, which can be used to identify opportunities and risks, understand where you can make improvements, and measure year-over-year progress on employee engagement and retention.

What if my company doesn’t make the list?2020-11-16T20:09:22+00:00

If your company doesn’t make the list, no one will know but you. Individual companies who are not finalists or award winners will not be shared publicly.

What is the [email protected] survey?2020-11-16T20:12:38+00:00

The [email protected] survey is a tool developed by Franchise Business Review to measure and benchmark the satisfaction and engagement of employees working in the franchise sector.

How is the survey distributed?2020-12-10T18:35:43+00:00

Send us your employee contact list and we’ll do the rest. All responses need to be received by April 30, 2021 to be included in the research. Surveys can be launched within 48 hours of registering and can be customized to meet your specific needs.

Additionally, FBR independently surveys franchise professionals to gather aggregate data as part of our ongoing research.

How long is the survey?2020-11-16T20:16:44+00:00

The survey consists of 24 benchmark questions covering eight key areas: satisfaction self-assessment, alignment, team, manager, leadership, and core, plus additional demographic and compensation questions, The survey takes about 10 minutes to complete.

Do all employees need to complete the survey?2020-11-16T20:21:17+00:00

No, however, the more employees that complete the survey, the more accurate your results. In addition, to be considered for the [email protected] awards, you must have at least 30% of your employees participate. Participation rate is also factored into the weighted benchmark score for the awards, so the more employees that answer the survey, the better.

Will my company receive the results of the survey?2020-11-16T20:23:30+00:00

All companies that participate in the survey receive a high-level scorecard with their benchmark score in each of the eight key areas. Companies that opt-in for the “full” survey (an additional cost) also receive: 

  • Option to add custom questions to the survey
  • Open text questions added 
  • FBR to administer via email and text (if available)
  • Ongoing quarterly pulses (for quarterly option clients)
  • Custom reporting with full company data and industry benchmarks
  • Department/location scorecards
  • Employee insights report with full verbatim text responses
  • Online data access
  • Data review with the FBR management team

To learn more about these options and pricing for the full survey, contact us at [email protected] review.com.

What does Franchise Business Review do?2020-11-24T21:49:45+00:00

Franchise Business Review works with franchisors to measure franchisee satisfaction and employee engagement, and provide actionable feedback on how your system can improve. We survey franchisees and/or employees and use the responses to the standard questions we created to benchmark satisfaction and engagement within your franchise, AND compare it to the rest of the industry. 

You can use our reports and online analytics tool to help assess franchisee and employee perceptions of your strengths and weaknesses as a franchisor. We also encourage custom questions, which allow you to dig deeper and find ways to improve overall satisfaction. 

In addition, we provide industry reports, interviews, articles, and resources to franchise candidates to help them identify top franchise business opportunities based on our satisfaction research.

Why is franchisee satisfaction important?2020-11-24T21:49:08+00:00

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.

What are the biggest mistakes people make when it comes to franchisee satisfaction/relations?2020-11-13T19:25:54+00:00

There are several issues we see over and over that can really strain the relationship between franchisee and franchisor, but the biggest mistake is ignoring–or not asking for–franchisee feedback.

The best way to do that is with a third-party survey. By asking franchisees for input, you establish a culture of trust. When you share the survey results back with them, you build in transparency.

While franchisees bought into your system, they’re also in the trenches every day, and often they’re the first to experience challenges with the system and see opportunities for innovation and change.

The bottom line is: Trust your franchisees. Ask for their input. Involve them in major decisions. And continue to measure the success of your efforts.

What’s involved in surveying?2020-11-13T19:24:20+00:00

Franchise Business Review’s survey asks franchisees to provide feedback on their satisfaction with the performance of your brand in eight key areas. The survey captures both quantitative and qualitative data, and includes 33 standard questions, which we use to benchmark performance against other franchises. You also have the option to include up to 10 custom questions to dig deeper into specific areas of interest to you.

Franchisees are asked to rank each question on a scale of 1-5, from strongly disagree to strongly agree. Franchisees can also include comments and have the opportunity to include their name or respond anonymously.

How much does the survey cost?2020-11-13T19:36:27+00:00

All franchise brands are invited to participate in FBR’s research at no cost. We’ll survey all of your franchisees and provide you with your Franchise Satisfaction Index, or FSI, score. Using this data, you can benchmark your franchise against the industry standard.

If you score well, you’re eligible to be named to our annual list of Top Franchises. However, in order to get the true value from your survey, you can choose to buy detailed reports and online access to your survey data.

Our online data analytics tool allows you to slice and dice your data so you can gain the business intelligence you need to continually improve your operations and development efforts. The cost depends on the number of franchisees in your system; however, it generally costs less than a cup of coffee a day. Here’s where you can calculate survey pricing.

How many franchisees are needed for the survey?2020-11-13T19:40:19+00:00

To get started with Franchise Business Review’s franchisee satisfaction survey, you need to have at least 10 franchise owners open and operating in the U.S. or Canada. This allows us to make sure you get an accurate reading of your franchisees’ satisfaction with your brand.

If you’re not yet at 10, but are interested in surveying your current franchisees, we recommend a pulse survey – a shorter and more targeted survey of 5-10 questions. A pulse survey will help you identify potential issues early on that might hinder your continued growth.

How is the survey administered?2020-11-13T19:42:19+00:00

When you’re ready to get started, we ask for your FDD and a complete contact list of all current franchise owners. Once you notify them that the survey is launching, we handle the rest. Our survey is delivered electronically and via text to all franchisees and we track participation, following up with franchisees who don’t respond. Our basic service includes email and text contact only, while the Analytics Plus plan includes a phone follow-up as well.

Are franchisee responses anonymous?2020-11-13T19:44:44+00:00

We give franchisees the option to remain anonymous in their responses in order to maximize participation. Many franchisees still disclose their names when responding to the survey.

Do you keep our information private?2020-11-13T19:46:53+00:00

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 quarterly publications and website, which highlight the Top Franchises in North America. 

Neither prospective franchise buyers, nor your competitors will even know you participated if your score is not high enough to be published as an award-winning franchise.

How often do brands survey?2020-11-13T19:49:06+00:00

In order to keep data fresh and eligible for FBR’s franchisee satisfaction awards, we recommend an annual survey of your entire franchise system, including all 33 of our industry benchmark questions.

With an annual survey, you can identify trends year over year and benchmark your progress, and when you use the data to make improvements in your system, you can actually see where your efforts are making a difference. You’ll be able to tie your strategic initiatives around franchisee satisfaction directly to ROI. For example, if you rolled out a new training program, you’ll be able to see if your investment paid off by looking at how your franchisees rated you in training and support. 

Some brands survey twice a year to keep a closer eye on the progress being made and review strategy mid-year. This second survey can be another benchmarking survey or what we call a pulse survey, a shorter survey with questions focused more on specific strategy and operations points.

It all depends on what you need to measure and how proactive you want to be in catching issues and improving franchisee performance.

Either way, establishing a formal process for gathering feedback on a consistent basis sets the expectation with your franchisees that you’re invested for the long haul, builds a culture of trust, and ensures their continual involvement. Not only that, the data you gather is one of the most powerful tools in your arsenal for improving operations and growing your brand.

Finally, and perhaps most importantly, it shows your franchisees that you value their input, which means your franchisees will be more satisfied, more engaged, and will validate well….all of which means you’ll sell more franchises.

How long does it take to get the survey results?2020-11-13T19:51:15+00:00

FBR can launch a survey within a few days. All we need is your franchisee contact list and a copy of your FDD. Once we launch the survey, your franchisees will get an email telling them how to complete the survey online or over the phone.

We recommend keeping the survey open for a minimum of two weeks to allow everyone enough time to participate. If participation is low, we can boost it with phone call reminders or by keeping the survey open a little longer. Typically, about 70% of franchisees participate in the survey.

Once the survey is closed, we can tabulate your results in one to two business days. And if you can’t wait, you can also have real-time online access to results while the survey is open!

Why should we use FBR instead of doing an internal survey?2020-12-29T17:25:21+00:00

At FBR, we believe measuring franchisee satisfaction is critical to improving the operations of any franchise system. Certainly, doing an internal survey is a step in the right direction and puts you ahead of many other franchise systems. 

However, in over 10 years of franchisee satisfaction research, we’ve found that internal surveys have certain limitations and drawbacks.

With a third-party survey like FBR, you’ll typically get a higher response rate, giving you a better representation of your franchisees and more honest feedback. Second, internal surveys won’t give you a frame of reference. We’ve worked with more than 1,100 brands to create  the Franchise Satisfaction Index or FSI. Every franchise company that surveys with FBR receives an FSI score, so you can benchmark your  performance against other franchise brands.

Finally, internal surveys aren’t as meaningful to a potential investor if the data was gathered by you. FBR can help you use your satisfaction data as a sales tool, not just an operational tool. 

 

How does FBR compare to other survey tools?2020-11-16T16:29:17+00:00

Franchise Business Review is the gold standard in franchisee satisfaction research. We’ve worked with more than 1,100 brands and surveyed tens of thousands of franchise owners. No other company or platform can offer the benchmarking and data analysis that FBR provides.

When you survey for the first time, we’ll take you through our online analytics  tool and all of the custom reports we’ll put together for your team. It will be clear that using FBR for your franchisee satisfaction survey puts you well ahead of other brands.

You don’t have to take our word for it, though. You can see what some of them have to say here, and you’re welcome to reach out to any of our current clients to get their opinion. We’re happy to provide some contacts at your request. 

Who in our company will benefit from the survey results and who should be involved in the planning process?2020-11-16T16:33:00+00:00

Everyone in your system can benefit from the survey. We recommend that you get buy-in from key stakeholders before launching the survey–that includes your executive, operations, development, and marketing/PR teams. You can also add custom questions to the survey to dig deeper in any of those areas. 

The real key, however, is making sure you use the survey results to identify areas for improvement and make necessary changes to improve your franchisee satisfaction. Organizations that have all their teams involved in analyzing the data get the most value.

How can FBR help us interpret and take action on the results?2020-11-24T21:50:46+00:00

The first time you survey, we’ll schedule a call to walk your team through the results. We’ll help you identify areas of strength and weakness within your system and offer recommendations on how to address them.

If you choose to purchase your full results, you’ll also get our standard reports and access to our online analytics tool. The tool allows you to filter your data so you can really drill down into different segments of your franchisees. 

If you need help analyzing your data or figuring out how to apply the results to your strategic goals, FBR can provide an executive analysis. The executive analysis will identify opportunities, areas of weakness, and recommendations for immediate, actionable steps to improve franchisee satisfaction and performance.   

How can I use a survey to help my brand grow?2020-11-16T16:40:37+00:00

Franchise buyers increasingly care about franchisee satisfaction and there’s nothing more powerful than sharing objective, third-party data on your franchisees’ satisfaction with prospective buyers.

Sharing your franchisee satisfaction survey results with candidates can increase the effectiveness of your validation process, and  it reduces the amount of time that your busy franchisees spend speaking with candidates.

Plus, when you make FBR’s list of Top Franchises, you gain countless marketing and PR opportunities to promote your brand, not the least of which are FBR’s published guides which are circulated to tens of thousands of franchise candidates every year.

What’s the best way to share survey information with my team and franchisees?2020-12-29T17:28:15+00:00

It’s always best to get buy-in from your corporate team and your franchisees before launching your survey. FBR has a number of tools and templates to help you communicate the value of the survey across your system. 

Once you have the survey results, it’s important to get key stakeholders, including executive, operations, development and marketing/PR teams, on the wrap up call with FBR to identify and prioritize which challenges you need to tackle. We’ve found that companies that get the entire organization involved reap the most value and are able to tie the success of corporate objectives directly to ROI. 

It’s also important to share the results back with your franchisees. When sharing your results with franchisees, point out highs AND lows, and talk about goals and expectations. You can do this at your annual convention, via a web meeting, and if franchisees shared their name, we encourage you to reach out to them directly to thank them and ask for ideas on how to improve. Franchisees are more likely to be engaged if they feel like you’ve heard them and are acting on their feedback.

 

Are there other ways I can use surveys to gather useful business intelligence?2020-11-16T16:47:27+00:00

Franchise Business Review’s research goes well beyond franchisee satisfaction. You can use our survey process to help you identify how your brand is performing with:

  • Employee engagement surveys 
  • Post training surveys
  • Post field visit surveys
  • Scheduled quarterly check-ins or pulse surveys
  • Customer satisfaction surveys at the unit level
  • Buyer surveys, administered to new franchisees asking them for feedback about the sales process
  • Non-buyer surveys, to find out why a candidate decided against your brand
  • Grand opening surveys to assess the store development process, site selection, build out, grand opening marketing, etc.

In short, we can help you measure your performance in almost any area and provide you with data to help you make smart decisions about how you can be even better.

What are the Franchisee Satisfaction Awards?2020-11-16T16:50:06+00:00

Franchise Business Review’s Franchisee Satisfaction Awards is North America’s only awards program honoring franchise brands for excellence in achieving franchisee satisfaction. Each year, Franchise Business Review surveys thousands of franchise owners to determine their levels of satisfaction with their franchise brand. We compile a list of the top franchises each year and publish a ranking of the top franchise opportunities based exclusively on owner satisfaction. Since 2006, the Franchisee Satisfaction Awards have been considered the gold standard in the franchise sector.

Who is eligible?2020-11-16T16:53:11+00:00

The Franchisee Satisfaction Awards are open to all franchise brands that are based in the U.S. or Canada and have at least 10 franchise owners open and operating for more than six months. To be considered for an award your brand must participate in Franchise Business Review’s franchisee satisfaction survey. FBR will survey your franchisees at no cost.

Why should my company apply?2020-11-16T16:57:06+00:00

There are so many perks to winning! Here are just a few of the biggest:

  • Opportunities for lead generation and recruitment
  • Third-party recognition to speed validation
  • Broad media and PR exposure
  • Industry recognition as a strategic thought leader
  • Benchmark ranking against the franchise sector
  • Distribution of our guides and lists featuring the award winning brands to candidates
What is the deadline?2020-11-16T16:59:45+00:00

The deadline to register for the annual Top Franchises awards is September 30. All brands that have surveyed with Franchise Business Review in the 18 months prior will be considered for the awards. 

There are additional deadlines throughout the year for our quarterly reports, which recognize the top franchises in various sectors. Our Editorial Calendar lists all the guides and associated deadlines.

How are the winners selected?2020-11-16T17:02:58+00:00

Winners are selected based on survey data collected from their franchisees on 33 standard benchmarking questions. The 200 brands that have the highest overall franchisee satisfaction scores are named a Top Franchise.

Scores for each benchmark question are determined using a weighted scale. For each franchise brand, the collective scores of the franchisees are used to determine an overall FSI (Franchisee Satisfaction Index) score to determine their ranking.

Other factors considered include: size of the franchise system, percent of franchisees participating in the survey, and the age of the survey.

When are the winners announced?2020-11-16T17:04:14+00:00

Award winners are notified in mid-December and are publicly announced January 1.

What is the application process?2020-11-16T17:06:05+00:00

The process is easy! Simply fill out a short registration form and a team member from FBR will be in touch to go over next steps, including options for customization, survey administration and the results you receive.

What is the cost to participate?2020-11-16T17:07:33+00:00

There are no fees to enter. Participation in Franchise Business Review’s research is FREE and completely confidential.

Additionally, you do have the option of purchasing full access to your data, including detailed reports that capture all the feedback collected from your franchisees, which can be used to identify opportunities and risks, understand where you can make improvements, and measure year-over-year progress on franchisee satisfaction.

What will my company receive?2020-11-16T17:09:55+00:00

All companies that participate receive their Franchise Satisfaction Index (FSI) score, which benchmarks your system against aggregate data from nearly 1,100 franchise brands. All participants will receive a snapshot report showing their benchmark score. Award winners will also receive a PR toolkit with award graphics, a press release template and other opportunities for promotion.

What if my company doesn’t make the list?2020-11-16T19:42:57+00:00

If your company doesn’t make the list, no one will know but you. Individual companies who are not finalists or award winners will not be shared publicly.

What are the [email protected] Awards?2020-11-16T19:45:10+00:00

[email protected] is the only awards program dedicated solely to recognizing companies serving the franchise sector for creating outstanding workplaces for their employees.

Who should apply?2021-01-07T16:50:13+00:00

Any company operating in the franchise space – franchisors, franchisees, and suppliers – that is proud of the workplace and culture they have created, challenges their employees to continually improve their performance in a fun and engaging environment, and supports their employees’ career growth and advancement, as well as franchise companies that want to attract, hire, and retain the best employees. 

Who is eligible?2021-01-07T16:51:22+00:00

The awards are open to all U.S. and Canadian-based franchises, franchisees, and suppliers servicing the franchise sector that have at least 10 full-time employees and gross annual revenue of $1M+.

Why should my company apply?2020-11-18T17:15:54+00:00

There are so many perks to winning! Here are just a few of the biggies:

  • Broad exposure and recognition. This is an opportunity to show the world you’re an employer of choice.
  • Actionable insights. You’ll receive your benchmarks score so you can see how your employee engagement compares to other franchise brands. Plus, if you opt in to receive the full results of your survey, you’ll get access to the detailed results and a full review with the FBR team to identify areas of risk and opportunity.
  • Higher employee engagement and retention. Employees will appreciate that you are asking for their input and you’ll be able to use the feedback to help you retain the best employees in the business.
  • Valuable recruitment tool. Attract the best and the brightest employees.
  • Shared best practices. Get the inside scoop on the strategies top franchise employers are using.
What is the deadline?2020-11-18T17:18:31+00:00

The deadline to register is March 31. Employees must complete the survey by April 30 to be included in the research.

How are the winners selected?2021-10-21T18:22:33+00:00

Companies that participate in our [email protected] survey are eligible for the [email protected] Awards recognizing the best franchise companies to work for. The award winners are selected based on their employee engagement benchmark scores on 24 questions in eight key areas, which include, satisfaction, alignment, team, and leadership. Scores for each benchmark question are determined  using a weighted scale — the most positive response option (such as “excellent” or “strongly agree”) having the most positive effect, and the most negative option having the most negative effect.

When are the winners announced?2020-11-18T17:19:27+00:00

Award winners will be notified by mid-May and will be publicly announced in mid-June.

What is the application process?2020-11-18T17:21:44+00:00

The process is easy! Simply fill out the entry form and submit your registration fee. Once you register, a team member from FBR will be in touch to go over options for customization, survey administration and the results you receive. 

 

GENERAL QUESTIONS

What does Franchise Business Review do?2020-11-24T21:49:45+00:00

Franchise Business Review works with franchisors to measure franchisee satisfaction and employee engagement, and provide actionable feedback on how your system can improve. We survey franchisees and/or employees and use the responses to the standard questions we created to benchmark satisfaction and engagement within your franchise, AND compare it to the rest of the industry. 

You can use our reports and online analytics tool to help assess franchisee and employee perceptions of your strengths and weaknesses as a franchisor. We also encourage custom questions, which allow you to dig deeper and find ways to improve overall satisfaction. 

In addition, we provide industry reports, interviews, articles, and resources to franchise candidates to help them identify top franchise business opportunities based on our satisfaction research.

Why is franchisee satisfaction important?2020-11-24T21:49:08+00:00

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.

What are the biggest mistakes people make when it comes to franchisee satisfaction/relations?2020-11-13T19:25:54+00:00

There are several issues we see over and over that can really strain the relationship between franchisee and franchisor, but the biggest mistake is ignoring–or not asking for–franchisee feedback.

The best way to do that is with a third-party survey. By asking franchisees for input, you establish a culture of trust. When you share the survey results back with them, you build in transparency.

While franchisees bought into your system, they’re also in the trenches every day, and often they’re the first to experience challenges with the system and see opportunities for innovation and change.

The bottom line is: Trust your franchisees. Ask for their input. Involve them in major decisions. And continue to measure the success of your efforts.

FRANCHISEE SATISFACTION AWARDS

What are the Franchisee Satisfaction Awards?2020-11-16T16:50:06+00:00

Franchise Business Review’s Franchisee Satisfaction Awards is North America’s only awards program honoring franchise brands for excellence in achieving franchisee satisfaction. Each year, Franchise Business Review surveys thousands of franchise owners to determine their levels of satisfaction with their franchise brand. We compile a list of the top franchises each year and publish a ranking of the top franchise opportunities based exclusively on owner satisfaction. Since 2006, the Franchisee Satisfaction Awards have been considered the gold standard in the franchise sector.

Who is eligible?2020-11-16T16:53:11+00:00

The Franchisee Satisfaction Awards are open to all franchise brands that are based in the U.S. or Canada and have at least 10 franchise owners open and operating for more than six months. To be considered for an award your brand must participate in Franchise Business Review’s franchisee satisfaction survey. FBR will survey your franchisees at no cost.

Why should my company apply?2020-11-16T16:57:06+00:00

There are so many perks to winning! Here are just a few of the biggest:

  • Opportunities for lead generation and recruitment
  • Third-party recognition to speed validation
  • Broad media and PR exposure
  • Industry recognition as a strategic thought leader
  • Benchmark ranking against the franchise sector
  • Distribution of our guides and lists featuring the award winning brands to candidates
What is the deadline?2020-11-16T16:59:45+00:00

The deadline to register for the annual Top Franchises awards is September 30. All brands that have surveyed with Franchise Business Review in the 18 months prior will be considered for the awards. 

There are additional deadlines throughout the year for our quarterly reports, which recognize the top franchises in various sectors. Our Editorial Calendar lists all the guides and associated deadlines.

How are the winners selected?2020-11-16T17:02:58+00:00

Winners are selected based on survey data collected from their franchisees on 33 standard benchmarking questions. The 200 brands that have the highest overall franchisee satisfaction scores are named a Top Franchise.

Scores for each benchmark question are determined using a weighted scale. For each franchise brand, the collective scores of the franchisees are used to determine an overall FSI (Franchisee Satisfaction Index) score to determine their ranking.

Other factors considered include: size of the franchise system, percent of franchisees participating in the survey, and the age of the survey.

When are the winners announced?2020-11-16T17:04:14+00:00

Award winners are notified in mid-December and are publicly announced January 1.

What is the application process?2020-11-16T17:06:05+00:00

The process is easy! Simply fill out a short registration form and a team member from FBR will be in touch to go over next steps, including options for customization, survey administration and the results you receive.

What is the cost to participate?2020-11-16T17:07:33+00:00

There are no fees to enter. Participation in Franchise Business Review’s research is FREE and completely confidential.

Additionally, you do have the option of purchasing full access to your data, including detailed reports that capture all the feedback collected from your franchisees, which can be used to identify opportunities and risks, understand where you can make improvements, and measure year-over-year progress on franchisee satisfaction.

What will my company receive?2020-11-16T17:09:55+00:00

All companies that participate receive their Franchise Satisfaction Index (FSI) score, which benchmarks your system against aggregate data from nearly 1,100 franchise brands. All participants will receive a snapshot report showing their benchmark score. Award winners will also receive a PR toolkit with award graphics, a press release template and other opportunities for promotion.

What if my company doesn’t make the list?2020-11-16T19:42:57+00:00

If your company doesn’t make the list, no one will know but you. Individual companies who are not finalists or award winners will not be shared publicly.

FRANCHISEE SATISFACTION SURVEYS

What’s involved in surveying?2020-11-13T19:24:20+00:00

Franchise Business Review’s survey asks franchisees to provide feedback on their satisfaction with the performance of your brand in eight key areas. The survey captures both quantitative and qualitative data, and includes 33 standard questions, which we use to benchmark performance against other franchises. You also have the option to include up to 10 custom questions to dig deeper into specific areas of interest to you.

Franchisees are asked to rank each question on a scale of 1-5, from strongly disagree to strongly agree. Franchisees can also include comments and have the opportunity to include their name or respond anonymously.

How much does the survey cost?2020-11-13T19:36:27+00:00

All franchise brands are invited to participate in FBR’s research at no cost. We’ll survey all of your franchisees and provide you with your Franchise Satisfaction Index, or FSI, score. Using this data, you can benchmark your franchise against the industry standard.

If you score well, you’re eligible to be named to our annual list of Top Franchises. However, in order to get the true value from your survey, you can choose to buy detailed reports and online access to your survey data.

Our online data analytics tool allows you to slice and dice your data so you can gain the business intelligence you need to continually improve your operations and development efforts. The cost depends on the number of franchisees in your system; however, it generally costs less than a cup of coffee a day. Here’s where you can calculate survey pricing.

How many franchisees are needed for the survey?2020-11-13T19:40:19+00:00

To get started with Franchise Business Review’s franchisee satisfaction survey, you need to have at least 10 franchise owners open and operating in the U.S. or Canada. This allows us to make sure you get an accurate reading of your franchisees’ satisfaction with your brand.

If you’re not yet at 10, but are interested in surveying your current franchisees, we recommend a pulse survey – a shorter and more targeted survey of 5-10 questions. A pulse survey will help you identify potential issues early on that might hinder your continued growth.

How is the survey administered?2020-11-13T19:42:19+00:00

When you’re ready to get started, we ask for your FDD and a complete contact list of all current franchise owners. Once you notify them that the survey is launching, we handle the rest. Our survey is delivered electronically and via text to all franchisees and we track participation, following up with franchisees who don’t respond. Our basic service includes email and text contact only, while the Analytics Plus plan includes a phone follow-up as well.

Are franchisee responses anonymous?2020-11-13T19:44:44+00:00

We give franchisees the option to remain anonymous in their responses in order to maximize participation. Many franchisees still disclose their names when responding to the survey.

Do you keep our information private?2020-11-13T19:46:53+00:00

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 quarterly publications and website, which highlight the Top Franchises in North America. 

Neither prospective franchise buyers, nor your competitors will even know you participated if your score is not high enough to be published as an award-winning franchise.

How often do brands survey?2020-11-13T19:49:06+00:00

In order to keep data fresh and eligible for FBR’s franchisee satisfaction awards, we recommend an annual survey of your entire franchise system, including all 33 of our industry benchmark questions.

With an annual survey, you can identify trends year over year and benchmark your progress, and when you use the data to make improvements in your system, you can actually see where your efforts are making a difference. You’ll be able to tie your strategic initiatives around franchisee satisfaction directly to ROI. For example, if you rolled out a new training program, you’ll be able to see if your investment paid off by looking at how your franchisees rated you in training and support. 

Some brands survey twice a year to keep a closer eye on the progress being made and review strategy mid-year. This second survey can be another benchmarking survey or what we call a pulse survey, a shorter survey with questions focused more on specific strategy and operations points.

It all depends on what you need to measure and how proactive you want to be in catching issues and improving franchisee performance.

Either way, establishing a formal process for gathering feedback on a consistent basis sets the expectation with your franchisees that you’re invested for the long haul, builds a culture of trust, and ensures their continual involvement. Not only that, the data you gather is one of the most powerful tools in your arsenal for improving operations and growing your brand.

Finally, and perhaps most importantly, it shows your franchisees that you value their input, which means your franchisees will be more satisfied, more engaged, and will validate well….all of which means you’ll sell more franchises.

How long does it take to get the survey results?2020-11-13T19:51:15+00:00

FBR can launch a survey within a few days. All we need is your franchisee contact list and a copy of your FDD. Once we launch the survey, your franchisees will get an email telling them how to complete the survey online or over the phone.

We recommend keeping the survey open for a minimum of two weeks to allow everyone enough time to participate. If participation is low, we can boost it with phone call reminders or by keeping the survey open a little longer. Typically, about 70% of franchisees participate in the survey.

Once the survey is closed, we can tabulate your results in one to two business days. And if you can’t wait, you can also have real-time online access to results while the survey is open!

Why should we use FBR instead of doing an internal survey?2020-12-29T17:25:21+00:00

At FBR, we believe measuring franchisee satisfaction is critical to improving the operations of any franchise system. Certainly, doing an internal survey is a step in the right direction and puts you ahead of many other franchise systems. 

However, in over 10 years of franchisee satisfaction research, we’ve found that internal surveys have certain limitations and drawbacks.

With a third-party survey like FBR, you’ll typically get a higher response rate, giving you a better representation of your franchisees and more honest feedback. Second, internal surveys won’t give you a frame of reference. We’ve worked with more than 1,100 brands to create  the Franchise Satisfaction Index or FSI. Every franchise company that surveys with FBR receives an FSI score, so you can benchmark your  performance against other franchise brands.

Finally, internal surveys aren’t as meaningful to a potential investor if the data was gathered by you. FBR can help you use your satisfaction data as a sales tool, not just an operational tool. 

 

How does FBR compare to other survey tools?2020-11-16T16:29:17+00:00

Franchise Business Review is the gold standard in franchisee satisfaction research. We’ve worked with more than 1,100 brands and surveyed tens of thousands of franchise owners. No other company or platform can offer the benchmarking and data analysis that FBR provides.

When you survey for the first time, we’ll take you through our online analytics  tool and all of the custom reports we’ll put together for your team. It will be clear that using FBR for your franchisee satisfaction survey puts you well ahead of other brands.

You don’t have to take our word for it, though. You can see what some of them have to say here, and you’re welcome to reach out to any of our current clients to get their opinion. We’re happy to provide some contacts at your request. 

Who in our company will benefit from the survey results and who should be involved in the planning process?2020-11-16T16:33:00+00:00

Everyone in your system can benefit from the survey. We recommend that you get buy-in from key stakeholders before launching the survey–that includes your executive, operations, development, and marketing/PR teams. You can also add custom questions to the survey to dig deeper in any of those areas. 

The real key, however, is making sure you use the survey results to identify areas for improvement and make necessary changes to improve your franchisee satisfaction. Organizations that have all their teams involved in analyzing the data get the most value.

How can FBR help us interpret and take action on the results?2020-11-24T21:50:46+00:00

The first time you survey, we’ll schedule a call to walk your team through the results. We’ll help you identify areas of strength and weakness within your system and offer recommendations on how to address them.

If you choose to purchase your full results, you’ll also get our standard reports and access to our online analytics tool. The tool allows you to filter your data so you can really drill down into different segments of your franchisees. 

If you need help analyzing your data or figuring out how to apply the results to your strategic goals, FBR can provide an executive analysis. The executive analysis will identify opportunities, areas of weakness, and recommendations for immediate, actionable steps to improve franchisee satisfaction and performance.   

How can I use a survey to help my brand grow?2020-11-16T16:40:37+00:00

Franchise buyers increasingly care about franchisee satisfaction and there’s nothing more powerful than sharing objective, third-party data on your franchisees’ satisfaction with prospective buyers.

Sharing your franchisee satisfaction survey results with candidates can increase the effectiveness of your validation process, and  it reduces the amount of time that your busy franchisees spend speaking with candidates.

Plus, when you make FBR’s list of Top Franchises, you gain countless marketing and PR opportunities to promote your brand, not the least of which are FBR’s published guides which are circulated to tens of thousands of franchise candidates every year.

What’s the best way to share survey information with my team and franchisees?2020-12-29T17:28:15+00:00

It’s always best to get buy-in from your corporate team and your franchisees before launching your survey. FBR has a number of tools and templates to help you communicate the value of the survey across your system. 

Once you have the survey results, it’s important to get key stakeholders, including executive, operations, development and marketing/PR teams, on the wrap up call with FBR to identify and prioritize which challenges you need to tackle. We’ve found that companies that get the entire organization involved reap the most value and are able to tie the success of corporate objectives directly to ROI. 

It’s also important to share the results back with your franchisees. When sharing your results with franchisees, point out highs AND lows, and talk about goals and expectations. You can do this at your annual convention, via a web meeting, and if franchisees shared their name, we encourage you to reach out to them directly to thank them and ask for ideas on how to improve. Franchisees are more likely to be engaged if they feel like you’ve heard them and are acting on their feedback.

 

Are there other ways I can use surveys to gather useful business intelligence?2020-11-16T16:47:27+00:00

Franchise Business Review’s research goes well beyond franchisee satisfaction. You can use our survey process to help you identify how your brand is performing with:

  • Employee engagement surveys 
  • Post training surveys
  • Post field visit surveys
  • Scheduled quarterly check-ins or pulse surveys
  • Customer satisfaction surveys at the unit level
  • Buyer surveys, administered to new franchisees asking them for feedback about the sales process
  • Non-buyer surveys, to find out why a candidate decided against your brand
  • Grand opening surveys to assess the store development process, site selection, build out, grand opening marketing, etc.

In short, we can help you measure your performance in almost any area and provide you with data to help you make smart decisions about how you can be even better.

What is the cost to participate?2021-01-07T14:09:19+00:00

The cost to register is $495 USD for franchisors and suppliers. The entry fee is waived for franchise owners.

 

What will my company receive?2020-11-16T20:07:50+00:00

All participants will receive a scorecard showing their benchmark scores in the eight key areas of the survey. Award winners will also receive a PR toolkit with award graphics, a press release template and other opportunities for promotion.

Additionally, your company has the option of purchasing detailed reports that capture all the data collected from your employees, which can be used to identify opportunities and risks, understand where you can make improvements, and measure year-over-year progress on employee engagement and retention.

What if my company doesn’t make the list?2020-11-16T20:09:22+00:00

If your company doesn’t make the list, no one will know but you. Individual companies who are not finalists or award winners will not be shared publicly.

What are the [email protected] Awards?2020-11-16T19:45:10+00:00

[email protected] is the only awards program dedicated solely to recognizing companies serving the franchise sector for creating outstanding workplaces for their employees.

Who should apply?2021-01-07T16:50:13+00:00

Any company operating in the franchise space – franchisors, franchisees, and suppliers – that is proud of the workplace and culture they have created, challenges their employees to continually improve their performance in a fun and engaging environment, and supports their employees’ career growth and advancement, as well as franchise companies that want to attract, hire, and retain the best employees. 

Who is eligible?2021-01-07T16:51:22+00:00

The awards are open to all U.S. and Canadian-based franchises, franchisees, and suppliers servicing the franchise sector that have at least 10 full-time employees and gross annual revenue of $1M+.

Why should my company apply?2020-11-18T17:15:54+00:00

There are so many perks to winning! Here are just a few of the biggies:

  • Broad exposure and recognition. This is an opportunity to show the world you’re an employer of choice.
  • Actionable insights. You’ll receive your benchmarks score so you can see how your employee engagement compares to other franchise brands. Plus, if you opt in to receive the full results of your survey, you’ll get access to the detailed results and a full review with the FBR team to identify areas of risk and opportunity.
  • Higher employee engagement and retention. Employees will appreciate that you are asking for their input and you’ll be able to use the feedback to help you retain the best employees in the business.
  • Valuable recruitment tool. Attract the best and the brightest employees.
  • Shared best practices. Get the inside scoop on the strategies top franchise employers are using.
What is the deadline?2020-11-18T17:18:31+00:00

The deadline to register is March 31. Employees must complete the survey by April 30 to be included in the research.

How are the winners selected?2021-10-21T18:22:33+00:00

Companies that participate in our [email protected] survey are eligible for the [email protected] Awards recognizing the best franchise companies to work for. The award winners are selected based on their employee engagement benchmark scores on 24 questions in eight key areas, which include, satisfaction, alignment, team, and leadership. Scores for each benchmark question are determined  using a weighted scale — the most positive response option (such as “excellent” or “strongly agree”) having the most positive effect, and the most negative option having the most negative effect.

When are the winners announced?2020-11-18T17:19:27+00:00

Award winners will be notified by mid-May and will be publicly announced in mid-June.

What is the application process?2020-11-18T17:21:44+00:00

The process is easy! Simply fill out the entry form and submit your registration fee. Once you register, a team member from FBR will be in touch to go over options for customization, survey administration and the results you receive. 

 

[email protected] EMPLOYEE SURVEY

What is the [email protected] survey?2020-11-16T20:12:38+00:00

The [email protected] survey is a tool developed by Franchise Business Review to measure and benchmark the satisfaction and engagement of employees working in the franchise sector.

How is the survey distributed?2020-12-10T18:35:43+00:00

Send us your employee contact list and we’ll do the rest. All responses need to be received by April 30, 2021 to be included in the research. Surveys can be launched within 48 hours of registering and can be customized to meet your specific needs.

Additionally, FBR independently surveys franchise professionals to gather aggregate data as part of our ongoing research.

How long is the survey?2020-11-16T20:16:44+00:00

The survey consists of 24 benchmark questions covering eight key areas: satisfaction self-assessment, alignment, team, manager, leadership, and core, plus additional demographic and compensation questions, The survey takes about 10 minutes to complete.

Do all employees need to complete the survey?2020-11-16T20:21:17+00:00

No, however, the more employees that complete the survey, the more accurate your results. In addition, to be considered for the [email protected] awards, you must have at least 30% of your employees participate. Participation rate is also factored into the weighted benchmark score for the awards, so the more employees that answer the survey, the better.

Will my company receive the results of the survey?2020-11-16T20:23:30+00:00

All companies that participate in the survey receive a high-level scorecard with their benchmark score in each of the eight key areas. Companies that opt-in for the “full” survey (an additional cost) also receive: 

  • Option to add custom questions to the survey
  • Open text questions added 
  • FBR to administer via email and text (if available)
  • Ongoing quarterly pulses (for quarterly option clients)
  • Custom reporting with full company data and industry benchmarks
  • Department/location scorecards
  • Employee insights report with full verbatim text responses
  • Online data access
  • Data review with the FBR management team

To learn more about these options and pricing for the full survey, contact us at [email protected] review.com.

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