FBR Issue 3 - 2021

FRANCHISEE
SATISFACTION MATTERS
With thousands of different franchises available today, it’s hard to know which are potentially
good investments, and which should be avoided. There are many factors to consider when
investing in a franchise, but one of the most important is the satisfaction of current
franchisees owners.
Each year, we survey thousands of franchise owners to find the companies that are truly
the best of the best. We ask the questions that everyone wants to know:
• Do you enjoy operating the business?
• Are you getting the training and support you need?
• Are you making the money you expected?
• And most important... Would you recommend this franchise to others?
HOW WE SELECT THE TOP FRANCHISES
STEP 1: Invite
We invite all franchise companies based in North America
with 10 or more franchise owners to participate in our
research at no cost.
STEP 2: Survey
We contact all franchisees in the franchise companies
that choose to participate and invite them to answer a
33-question satisfaction survey covering eight key areas,
including: financial opportunity, training & support,
leadership, and core values.
STEP 4: Score
The FSI score is used to benchmark each company’s
franchisee satisfaction level against over 1,100
franchise brands representing tens of thousands
of franchisees and determine their ranking
among other participating companies.
STEP 5: Award
We identify the brands that exceed
the benchmark and recognize them
with a Top Franchise award.
STEP 3: Analyze
We analyze the responses from the franchisees and
use a weighted scale to determine an overall Franchisee
Satisfaction Index (FSI) score that ranges from 0-100. Other
factors considered in the weighting are the percentage of
franchisees that participate in the survey, the age of the
survey and the size of the franchise system.
Independent Franchise Research You Can Trust
4 | For more information on the companies in this report, visit www.FranchiseBusinessReview.com