As your franchise grows, how do you manage your brand and ensure communications stay consistent? Managing franchise companies and ensuring you remain in touch with the delivery of your brand promise is critical to the success or failure of your business model, putting mystery shopping into the Franchise Agreement as a requirement helps you ensure the brand is represented in the right way. So understanding how your franchisees deliver user experience (UX), excellent customer service and also the delivery of physical or digital marketing activity in-store and locally, should be at the top of your priority list.
From working with major brands such as Anytime Fitness, Starbucks, Egg Free Cake Box and Kaspas Desserts, we know the best way to measure service, brand and marketing compliance is to ensure regular mystery shopping activity is inherent within your franchise model and franchise agreements. Not only can mystery shopping quickly highlight and resolve issues around specific customer touchpoints, but it will also reward those superstar franchise companies, making business great for everyone.
"Our mystery members are helping drive our adherence to all our initiatives, and more recently helping contribute to a reduction in attrition, which we have moved from 37 to 32 per cent over the last few years.”
Mia Manson-Bishop Member Experience Director, David Lloyd Leisure
"Without Proinsight work, it would be very challenging to train our staff properly. This clear and progressive snapshot of the business represents the only true feedback we get on how each individual member of staff is doing. It’s the best tool we have to deliver the service standards our clients expect.”
Ian Cook Regional Contract Manager, Everyone Active
"We went out to tender on the project, but none of our traditional research agencies could come close to what ProInsight was offering. We took a calculated risk and it has proved to be a brilliant relationship.”
Joanna Hay Head of Candidate Insight and Research, The British Army