Franchise Business Review names 2012 franchisee satisfaction award winners
Franchise Business Review has announced the recipients of its 2012 Franchisee Satisfaction Awards, part of a US-based project that looks at franchisee satisfaction at some of the country’s most popular franchise brands. Now in its seventh year, the ‘FBR50’ is described as the only awards program to look at actual franchisee satisfaction data and rank companies based on that.
Based on a survey of more than 22,000 franchisees representing more than 300 franchise brands, the 2012 award winners represent a variety of franchise concepts and industries. The top overall franchisor—Home Instead Senior Care—has been number one on FBR’s list for the past two years and has won an award every year that the company has participated (six years).
The senior care sector is consistently well-represented on the list of top franchises, and, this year, the fitness sector also has a big presence. The second company overall is Fitness Revolution—a new franchisor as of 2010. This is the brand’s first time as a franchisee satisfaction award winner.
“We see a lot of the same great companies, like Fastsigns and Heaven’s Best, winning awards for the seventh year in a row,” said Franchise Business Review president Michelle Rowan. “But, we are especially excited to see 39 new companies on the list, including some small, relatively new brands, like Koko FitClub, and some large, more established systems, like Sport Clips. The increase in participation just shows that gathering data on franchisee satisfaction is no longer optional for franchise brands looking to grow.”
Franchise Business Review annually recognises franchisors with the highest overall franchisee satisfaction based on its survey of franchisees. The survey includes 33 benchmark questions, relating to the franchisee’s experience and satisfaction as well as market area, business lifestyle, and other demographic characteristics. Franchise Business Review contacts each franchisee individually with an average franchisee participation rate of 70%.
“We’re seeing more of a focus from franchisors on unit profitability. This has been a big focus for operators in the past several years, but now it seems franchisors are actually responding. Franchisees are rating support from franchisors better than they were a few years ago,” Rowan said. “Everybody’s more optimistic going into 2012.”