The confidential and anonymous bench-marking survey, run by independent franchise specialists Smith + Henderson, is designed to allow franchise owners that have been trading for three months or more to give feedback to their franchisor. The questions cover a wide range of subjects, including the training and support received; the values, culture and relationships within the franchise group; the strength of the franchise system and brand; and the rewards experienced by franchisees. This is culminated into an overall franchisee satisfaction percentage score.
Right at Home UK Operations Director, Tim Jones, said: “We are delighted to confirm that Right at Home has retained its Five Star Franchise rating, again with an overall satisfaction score of more than 90%. Once again the feedback was superb and extremely positive. We were particularly proud that 100% of participating franchisees strongly agreed that Right at Home believes in continually improving the products / services and franchise system; that our services are superior to those offered by their competition and that their franchisor shares their own goals for success.”
When asked to rate how they saw the long-term prospects for their businesses, 68% of Right at Home owners believe they have “excellent” prospects, whilst the remainder stated “very good” or “good”.
When asked what the best things about their franchise were, owner comments included:
“My local community, in terms of caregivers, clients, care professionals and the general public, strongly agree with what Right at Home care stands for.”“Good Head Office support.”
“Commitment to supporting Franchisees so that they can achieve great success.”
“I am treated as the owner of the business and empowered to run it based on my local demands as well as contribute ideas into the system.”
Tim added: "We are grateful to our franchisees for undertaking the survey as it is a very valuable exercise for us. We are steadfastly committed to continual improvement and shall now commence compiling an action plan to ensure that we fully address all the feedback we received and identify where we can become even stronger in the support that we offer.”