How FBR Helps Customer Experience
Customer Satisfaction Surveys to Enhance Loyalty and Drive Growth
Customer loyalty is the backbone of a successful franchise system. But what happens when customers walk away silently—without voicing their concerns? These silent losses can add up, hurting your reputation and bottom line. Franchise Business Review helps franchises stop the silent churn with satisfaction surveys that uncover critical customer experience insights, so you can act quickly, improve service, and strengthen relationships at every level.
Why Customer Experience Is Essential for Franchise Success
Customer satisfaction isn’t just another metric—it’s a key driver of long-term franchise growth. Unfortunately, many dissatisfied customers never complain to you, they simply take their business elsewhere and spend their money with a competitor that delivers a better experience.
What’s worse, frustrated customers complain to friends and family, warning them to steer clear, or turn to review sites and social media to share their experiences, damaging your brand’s reputation and discouraging new business. Negative word-of-mouth can spread quickly, especially in local markets, creating long-term damage that’s difficult to reverse.
That makes it imperative that you proactively ask your customers for feedback to uncover issues and help teams deliver consistently excellent service.
How Franchise Business Review Transforms Customer Experience
Our customer satisfaction surveys go beyond the basics of Net Promoter Score (NPS) or “How did we do today?” reviews. Using real-time data and powerful analytics, FBR’s surveys offer a deeper measure of customer loyalty. We help franchises collect feedback at critical touchpoints in the customer journey, from onboarding and service delivery to follow-up and support.
Our surveys help you measure long-term satisfaction, not just a single moment in time, so you can go beyond surface-level scores to uncover specific drivers of satisfaction and dissatisfaction, and make strategic improvements that matter.
Plus, you can benchmark performance across units and regions to identify which franchisees are excelling and which may need additional support or training.
The Benefits of Measuring Customer Feedback Proactively
When you know what your customers are thinking, you can identify operational strategies that will make the greatest positive impact on franchisee and overall system performance.
Turn unhappy customers into loyal brand advocates
Acknowledging and resolving complaints can transform negative experiences into positive ones and even generate referrals from formerly dissatisfied customers. Simply asking for feedback and showing customers that you take it seriously can convert at-risk customers into brand champions.
Address issues before they lead to churn
When you listen to customer sentiment at the local unit level, you create opportunities to make data-driven decisions that increase loyalty and improve retention. This is especially important in businesses that rely on building and maintaining long-term relationships with customers, like senior care, child enrichment, home and business services, fitness, and education, just to name a few.
Empower local teams to make meaningful improvements
By looking at the lowest scoring areas of the survey for each individual location, you gain the ability to target training and coaching opportunities for individual locations. Conversely, you can identify locations that score highest in critical areas and glean best practices from those franchisees to share with others in your system. Either way, provide franchisees and frontline staff with direct insights so they can take ownership of service quality, respond more effectively to customer needs, and celebrate wins.
How Enhanced Customer Experience Drives Business Growth
Increase Referrals
Satisfied customers are more likely to tell their friends, family, and colleagues about your brand—helping you grow organically through word-of-mouth.
Identify Upsell Opportunities
Learn what customers want and when they want it, so you can offer complementary services or upgrades at the right time, boosting average ticket size.
Boost Loyalty
Consistently positive experiences increase trust and keep customers coming back—leading to repeat business and long-term revenue stability.
Sample Customer Satisfaction Survey Questions for Franchises
FBR helps you ask the right questions to gather meaningful insights, such as:
How would you rate your overall satisfaction with our brand?
This question gauges overall satisfaction and loyalty and a five-point scale from very dissatisfied to very satisfied.
In what way do you think our brand could improve?
This open-ended question reveals specific pain points, inefficiencies, or gaps in training or service quality and asks for actionable feedback on how to make the customer experience better.
What are three things you like best about our brand?
This question invites customers to share positive experiences so you know what programs and strategies are working and identify opportunities to build on and market your strengths.
Why Choose Franchise Business Review for Customer Surveys?
Top-performing franchise brands trust Franchise Business Review for customer experience insights. Discover how we can help your brand improve service, retention, repeat business.
Real-time access to feedback at the brand and unit level
Instantly see how each location is performing and identify trends so you can react quickly and make system-wide adjustments to boost performance at the individual unit level..
Ongoing feedback to keep your business agile
Schedule ongoing survey work to monitor the overall health of your system and check in on specific areas of improvement, new initiatives, and more.
Clear, measurable strategies to improve satisfaction and drive growth
We don’t just deliver data—we help you interpret it, prioritize next steps, and implement changes that deliver measurable ROI.
