Franchise Organization Improves Guest Satisfaction Scores by 31% Across 120+ Locations
The Challenge
A franchise system with over 120 locations was experiencing significant variability in guest satisfaction scores, with bottom-quartile locations dragging down the brand's overall reputation. Franchisees operated with different levels of operational sophistication, and there was no standardized approach to measuring or improving the guest experience.
The Solution
Jendal Dynamics designed a comprehensive guest experience measurement and improvement program. We implemented a consistent feedback collection system, created an operational scorecard linking guest satisfaction drivers to specific operational practices, and developed a franchisee support program that provided actionable improvement plans for underperforming locations.
The Results
Guest Satisfaction
Improvement in system-wide guest satisfaction scores
Complaint Reduction
Decrease in formal guest complaints system-wide
Same-Store Sales
Average same-store sales increase at locations in the improvement program
Bottom Quartile Lift
Guest satisfaction improvement in previously underperforming locations
The guest experience program Jendal Dynamics built for us transformed how our franchisees think about quality. It's not just about scores—it's about building a culture of operational excellence across the entire system.
President, Franchise Organization