Key Takeaways
- Employee feedback is a valuable resource for franchisees — if they can consistently capture and apply it.
- Engaged employees are more productive and less likely to leave the organization.
- Franchisees need a combination of store and company-wide employee feedback to address local issues and larger trends.
- The SogoEX platform offers customizable surveys and automated reporting to streamline the feedback collection process.
Franchisees need a combination of local and company-wide feedback to deliver consistent brand messaging backed by superior customer service and sustained employee engagement. The multi-location nature of franchise operations, however, makes this challenging.
Companies may struggle to capture meaningful employee feedback, leading to disengaged teams and high staff turnover. Scalable tools can help collect, analyze, and act on feedback from employee onboarding to eventual exit. Here’s how.
There are now more than 830,000 franchise establishments in the United States, generating almost $900 billion each year. But many franchise owners lack a structured process to understand staff sentiment. In some cases, franchisees don’t provide a model for feedback, leaving individual locations to create and apply their own methodology. In others, franchisees collect feedback but don’t use it, making it a time-consuming but ultimately pointless exercise for franchises.
Without the ability to capture and understand employee feedback, franchises often experience increased staff turnover and reduced productivity. In this piece, we’ll analyze the role of employee feedback in franchise success, address common challenges in collecting this feedback, and explore the role of SogoEX by Sogolytics in empowering feedback functions.
Why Employee Feedback Matters in Franchise Operations
Franchises employ 8.8 million people across the country. According to recent survey data, 84% of franchise staff report being engaged at their jobs — significantly higher than the 40% American average. But it’s not all good news; the survey also reports that 57% of staff say they are under-compensated for their work, but 16% from the previous year.
For franchisees, this creates a challenge: Creating a unified employee experience across decentralized locations. Benefits of doing so include:
Improved KPIs
According to data from Gallup, more engaged employees are 14% more productive, lead to 23% higher profitability, and are 78% less likely to be absent.
Increased understanding of front-line challenges
The more franchisees know about what’s happening on a per-store basis, the better they can respond to front-line challenges. For example, a fast-food franchise location in a high-traffic area may require significantly more staff than a similarly sized location in a less busy strip mall.
Enhanced brand consistency
Understanding employee perspectives and experiences helps pinpoint issues with brand image, tone, or service consistency.
Failure to consistently collect and act on feedback, meanwhile, creates risks such as missed issues, morale dips, and fractured communication. Consider a quick-service restaurant franchise struggling with ongoing equipment failures that lead to employee frustration. Centralized and unified reporting helps franchisees discover larger trends, which indicates that this is a persistent problem with a specific equipment brand. Without the ability to collect and analyze this data, stores won’t get the help they need when they need it.
Common Challenges Faced by Franchisee Owners
Franchise owners face multiple challenges in collecting feedback, such as:
No standardized tools
Lack of standardized tools leads to inconsistent feedback formats, making it harder to find key trends.
Manual surveys
Manual survey processes are time-consuming and error-prone.
Non-actionable insights
Generic survey templates may lead to answers that are vague or non-actionable.
Ear of reprimands or retaliation
If surveys are not effectively anonymized, staff may fear reprimands for speaking out.
Lack of time and resources
With other pressing concerns, local owners may not have the time or resources to collect, analyze, and report feedback data to HQ.
Any of these challenges can lead to reduced engagement, which negatively impacts onboarding and increases staff turnover, all of which hurts profitability.
The Solution — Scalable Employee Engagement Programs
Employee engagement programs give franchisees the control and transparency they need to create consistent and effective feedback loops. In practice, these programs should facilitate:
Pulse surveys
Pulse surveys provide moment-in-time sentiment and help pinpoint issues that need immediate attention.
Onboarding surveys
Onboarding surveys can highlight cultural or training mismatches that make it difficult for new staff to get up to speed.
Exit surveys
Exit surveys help identify trends in attrition and discover areas for improvement.
The caveat? These solutions only work if they can scale with operations.
How Sogolytics Empowers Franchise Owners with SogoEX
SogoEX offers pre-built pulse, onboarding, and exit survey templates that are tailored to franchise workforce dynamics. Owners can explore our extensive template bank to see which survey best meets their needs, then customize surveys by adding, removing, or modifying questions to ensure targeted feedback.
Key features of SogoEX include:
Centralized dashboards
Centralized dashboards show aggregate data to HQ, while location-specific views empower store managers.
Automated reporting
Automated reporting reduces the amount of time and effort required to get feedback from local stores to corporate headquarters.
AI text analytics
AI text analytics helps pinpoint trends in employee responses that may not be immediately obvious.
Access-controlled data sharing
Access-controlled data sharing allows owners to see store-specific data, while C-suite staff get the big picture.
With SogoEX, you’re better equipped to keep your teams motivated and aligned from the front desk to the regional office.
Creating a Consistent Feedback Foundation
Better feedback sets the stage for franchisee success. By giving both store managers and HQ executives the ability to explore employee feedback on a per-location bases, organizations are better prepared to pinpoint potential problems, track key trends, and enhance staff satisfaction, and boost brand reputation.
Bottom line? Functional feedback leads to happier employees, better service, and stronger brand loyalty — no matter where franchises are located.
Book a demo with us to see how SogoEX can help facilitate franchise feedback. Let’s talk.
FAQs
Why is employee feedback important for franchise businesses?
Employee feedback helps store owners and corporate franchisees identify both local challenges and company-wide trends. Taking action on this feedback boosts staff satisfaction and increases productivity.
What are pulse surveys and how do they help?
Pulse surveys help capture real-time sentiment, allowing franchisees to spot issues early and take immediate action.
How can franchisees collect feedback without disrupting daily operations?
Customized surveys with automated data collection streamline the process. Staff don’t have to waste time answering questions that aren’t relevant to their role, and managers aren’t forced to use error-prone manual collection and reporting processes.
What makes SogoEX suitable for multi-location businesses?
SogoEX is a great choice for multi-location businesses because it provides both centralized data sharing and the ability to easily customize survey templates. This allows franchisees to track company-wide trends and dig down to per-location data.
