How Successful Platform Franchise Brands Use Franchisee Survey Feedback

7 reasons platform franchise brands partner with FBR to ensure long-term success and growth

The success of a franchise brand hinges not only on its business model and market presence but also on the satisfaction and performance of its franchisees. One of the advantages of platform brands is that they share some services and support, including data and analytics, across all of the brands. Many of them partner with Franchise Business Review (FBR) to gather valuable franchisee satisfaction data. 

7 Reasons Platform Franchise Brands Rely on FBR 

1. Credible and Unbiased Feedback

Franchise Business Review is an independent research firm with an unbiased approach to collecting and analyzing franchisee feedback. By partnering with FBR, franchise brands ensure the data they receive is credible and objective, free from internal biases that can skew results. This impartiality is crucial for making informed decisions that truly reflect the experiences and needs of franchisees. Not to mention the time-savings and efficiencies your team gains from outsourcing the project to a third-party expert.

2. Comprehensive Surveys

FBR’s comprehensive surveys cover the eight key areas that impact franchisees’ success, from initial training and support to ongoing operations and overall satisfaction. Using 33 standard benchmark questions, the survey quantifies the franchisee experience using the industry standard Franchisee Satisfaction Index (FSI). The survey also allows brands to include additional custom questions to measure franchisee satisfaction with programs or systems unique to the brand. This objective, yet flexible approach provides a holistic view of their franchise network’s strengths and areas for improvement.

3. Benchmarking and Industry Comparisons

For nearly 20 years, FBR has collected satisfaction data from hundreds of thousands of franchisees across 1,200 franchise brands, and benchmarks every brand’s performance against the industry standard. Platform brands can compare their performance to other franchises in their sector, identifying where they stand out and where they may need to enhance their support and systems. (Read more about FBR’s methodology.)

4. Actionable Data and Insights

The feedback gathered by FBR isn’t just data; it’s actionable intelligence. Franchise brands receive detailed reports and analysis that highlight key trends, potential issues, and areas for strategic improvement. This empowers franchisors to make data-driven decisions that can enhance franchisee satisfaction, improve operational efficiency, and ultimately drive the brand’s growth and success. 

Heather Elrod, former president & COO of  Amazing Lash Studio, part of WellBiz brands, explains, “Our experience with FBR was very positive and the information obtained was extremely valuable in understanding the lens through which our franchisees view our leadership team, the brand, themselves, and the business overall. The use of this information will be instrumental in determining the allocation of resources and timelines around key initiatives along with honing our communication for alignment across constituents.”

Each individual brand leader receives a Brand Franchisee Satisfaction Report detailing the individual feedback and benchmark scores for their network. In addition, the executive team receives a Platform Franchisee Satisfaction Report that provides a side-by-side comparison of the performance of each individual brand. 

5. Enhanced Franchisee Relations

Asking franchisees for feedback demonstrates the brand’s commitment to its franchisees. It shows that the franchisor values their input and is dedicated to improving their experience. This commitment fosters stronger franchisee relations, builds trust, and can lead to increased franchisee loyalty and engagement. FBR’s survey gives franchisees the choice to submit feedback anonymously, or to include their name, allowing the leadership team to follow up personally, further demonstrating their commitment to supporting and listening to franchisees’ concerns and ideas.

 “FBR has given us the opportunity to receive open and honest feedback from our franchisees. We feel the data we get is easily digestible and easy to compare our results year after year,” says Taylor Backes, Director of Franchise Relationship Managers for Streamline Brands.

6. Attracting Prospective Franchisees

Credible, third-party reviews are a critical factor for prospective franchisees when evaluating franchise opportunities. Brands that partner with FBR have the opportunity to showcase their commitment to transparency and franchisee success by making their franchisee satisfaction data available to franchise candidates. Sharing honest feedback and satisfaction scores from current franchisees is powerful validation that can attract new franchisees to the brand, and the candidates that use that data in their research process are better prepared and more qualified. 

Mark Jameson, Chief Development and Support Officer at Propelled Brands, says, “What I find when I talk to the development directors that report to me and are talking to candidates, is there’s no doubt that a lead that comes from Franchise Business Review’s site is more educated, is more knowledgeable.”

7. Continuous Improvement and Growth

Franchising is constantly evolving, and staying ahead requires continuous improvement. By regularly gathering franchisee feedback through FBR, franchise brands can see year-over-year trends across their network and adapt their strategies accordingly. This proactive approach helps ensure long-term success and growth in a competitive market. 

From gaining credible and actionable insights to fostering stronger franchisee relations and attracting new franchisees, measuring franchisee satisfaction is a strategic move. By partnering with FBR, platform franchise brands can gather and analyze franchisee feedback to continuously improve operations, support franchisees more effectively, and sustain a healthy franchise system.  

Let us show you how platform brands benefit from working with FBR.

Request a 10-minute demo to learn: 

• How to get a confidential assessment of your brand
• Industry benchmarks for franchisee satisfaction and how to compare your brand
• How FBR’s interactive reporting platform gives you real-time access to data across all your brands

Related Resource: The 10 Biggest Roadblocks to Franchise Performance

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• Why franchisees often have unrealistic expectations for their business
• Why you could be wasting money on your development efforts
• How to get actionable data to measure progress and drive growth

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