How do you use the feedback from franchisees to improve your franchise system?

Feedback is our secret ingredient for success! We cultivate a vibrant feedback culture by welcoming every voice in our franchise family. From surveys and interviews to focus groups and social media, we gather diverse insights to stay ahead of trends. Regular training ensures our franchisees are well-equipped to share constructive feedback, and we celebrate those who contribute innovative ideas. By valuing feedback as a growth catalyst, we keep our franchise system dynamic and responsive. Together, we turn every suggestion into a step forward! ??

Creating a feedback culture requires three key ingredients to be successful: Executive buy-in/sponsorship, technology to quickly (and anonymously) give feedback, and dedicated owners to action feedback and communicate how feedback has influenced outcomes back to the organization. Establishing a feedback culture needs executive buy-in/sponsorship to succeed. It cannot thrive without it as a bottom-up approach. Making it as easy as possible to give feedback (both solicited and unsolicited) is vital to broad coverage across the organization. Lastly, actioning feedback and continuously sharing this back to the organization is critical for signalling that giving feedback can drive change. This will encourage more people to provide feedback.

Every piece of feedback is important because it reflects franchisees direct experience with the brand. By actively listening to their insights, we can fine-tune our strategies, address challenges, and continuously improve the franchise system. Each feedback loop not only helps us learn new things but also ensures that franchisees feel supported and engaged, ultimately leading to a stronger and more successful brand.

Franchisors should consider working with a reputable, independent third-party like Franchise Business Review to assess the satisfaction of their franchisees.

The franchise systems where I held a leadership position as the franchisor, we had a franchise advisory board that represented the system and provided us with feedback. We also sent surveys to ensure the value we provided to them met or exceeded their needs. We had a private Facebook group, so the franchisees who could share their ideas, local activities, etc. We sent regular emails to communicate that we valued their input and merchandised the improvements we implemented based on their recommendations.

Once you have collected feedback, the next step is to thoroughly analyze the data. Organize and categorize the feedback to identify common themes, patterns, and trends. Employ tools like spreadsheets, graphs, charts, or specialized software to make sense of the data. Cross-reference the feedback with other data sources such as customer reviews, sales reports, and market research to gain a holistic understanding of the issues. This detailed analysis will help in pinpointing the key areas that require attention.

Franchise brands have different cadences in which they meet with the franchisees at large. The franchisees' perception of how effective the cadence and feedback loops are can vary based on the complexity of the business model and other factors. A GOOD franchise will have regular conversation/update cycles available to all the franchisees. They will have a means for taking feedback and requests. Many will have a peer advisory group (made up of franchisees) who will weigh in on the requests and suggestions. Sometimes they will help with framing up and testing solutions. It is always important for Franchisors and Franchisees to communicate well with each other for the benefit of everyone.

Considere a cria??o de um banco de dados interno, onde os feedbacks possam ser registrados para análise e identifica??o de áreas onde você pode atuar para trazer melhorias e novas oportunidades de crescimento para a marca.

Once you’ve gathered feedback, don’t just file it away—analyze it thoroughly. Look for trends, recurring issues, or areas where franchisees are struggling. Numbers don’t lie, so let the data guide your decisions. If several franchisees are flagging the same issue, it’s a sign that you need to act. Pinpointing the most critical concerns lets you focus on what’s affecting your system the most. This analytical approach ensures that you’re fixing real problems, not just reacting to the loudest voice.

After analyzing the feedback, prioritize the identified issues based on urgency, importance, and feasibility. Use criteria such as impact, frequency, cost, and benefit to rank the issues. Involving franchisees in this prioritization process can provide additional insights and ensure that their perspectives are considered. This collaborative approach helps in identifying the most critical issues that need to be addressed promptly and ensures that the actions taken will have the most significant positive impact on the franchise system.

A prioriza??o deve ser feita considerando o impacto e a urgência, mas também estar de acordo com o alinhamento estratégico e objetivos da marca da franquia. Atue primeiro em: - quest?es que despenda menos esfor?o, mas que quando resolvidos podem trazer wickwins. - oportunidades de crescimento e diferencia??o no mercado

Not all feedback can be addressed at once, so prioritize based on impact. Start by addressing the issues that affect the most franchisees or have the greatest potential to improve operations or revenue. When you show that you're willing to act on important feedback, franchisees feel valued and supported. By tackling the biggest challenges first, you can make meaningful improvements to the franchise system and keep everyone on the same page.

With prioritized issues at hand, develop and implement solutions. Plan the necessary actions, execute changes, and closely monitor the outcomes. Use project management techniques, quality assurance processes, and testing methods to ensure effective implementation. Communicate the changes to franchisees, explaining the rationale and expected benefits. Keeping franchisees informed helps in gaining their support and ensures smoother implementation of the feedback-driven improvements.

Crie um cronograma transparente de a??o para abordar as quest?es priorizadas, com prazos, responsabilidades e atualiza??es regulares. Isso ajuda na gest?o, acompanhamento e avalia??o de resultados, além de demonstrar compromisso com a melhoria contínua.

Finally, evaluate the impact of the implemented feedback solutions. Measure effectiveness, efficiency, and satisfaction levels compared to the baseline and set goals. Utilize tools like surveys, interviews, focus groups, and performance metrics to assess the outcomes. Gather additional feedback from franchisees to understand their experiences with the changes. This evaluation helps in determining the success of the initiatives and provides valuable insights for future improvements, ensuring a continuous cycle of enhancement within the franchise system.

Solicitar feedback contínuo dos franqueados após as mudan?as refor?a a cultura de colabora??o e ajuda no engajamento e colabora??o com a marca. Compartilhe os resultados e aprendizados com toda a rede para fortalecer a cultura da marca e motivar a participa??o contínua.

Dicas para utilizar o ciclo de feedback de forma eficiente: 1. Aproveitar feedbacks e histórias de sucesso para compartilhar e divulgar as melhores práticas aos franqueados. 2. Crie um processo de feedbacks, com cronograma de envio e scripts após cada etapa. 3. Utilize ferramentas para coletar e analisar os feedbacks, criando também uma base de dados comparativa, para monitorar o progresso e direcionar ajustes necessários.

Franchise systems get better by asking franchisees for their thoughts. We listen carefully and figure out what needs fixing most. Then, we make plans to solve those problems and let everyone know what we're doing. We keep an eye on how things are going and ask for more feedback. If someone helps make things better, we say thank you! We're always trying to make things even better, so we keep checking in and making changes when needed. This helps everyone be happier and do better in our franchise family.

Robust feedback system is essential to develop any business, however it needs to be seen in the correct perspective. - Set appropriate expectations. If the feedback indicates below par experience, it needs to be actively worked upon. - Customers could give you feedback that points to price, quality, services provided, comparison with other brands, etc. As a brand you need to position yourself appropriately. Do not try to incorporate all the feedback received. However, creating a repository of feedback could come in handy from a brand journey perspective. - Feedback need not always be aimed at improvement, it could be many a times congratulatory in nature, it depends on the level of service.

Franchisors should consider having an independent third party like Franchise Business Review conduct the assessment. Their standardized approach will provide the franchisor with more meaningful, actionable feedback.

Franchise system in the new era should be more transparent where franchise and investor need to communicate effectively to achieve mutual goals. It would need these ? Feedback mechanism to promote communication. ?Clear guidelines and support ? Process that allows feedback to reach where needed. ? Stabilising trust ? Understand feedback as a tool to improve goods and services