Aspray - Case Study
Shaping franchise brilliance: How Aspray leverage ‘The Best Franchise Programme’ by WorkBuzz.
Aspray manage property insurance claims on behalf of residential and commercial policyholders across the UK. Utilising skills in project management and customer service, our franchisees are the main point of contact throughout the process, negotiating with the insurer to ensure a fair settlement then managing vetted contractors to complete the reinstatement works.
Established in 2005, Aspray now have approximately 45 franchisees spread across the UK, a proportion of which are multi-franchise operators.
What value do you get from running the survey?
As the survey provides anonymous feedback, it allows us to build an honest picture of how well we are performing as a franchisor. It also gives franchisees an opportunity to voice their opinions and ideas anonymously. The industry benchmarks provide guidance on performance and the report provides us with both quantitative and qualitative results that we can analyse and use to implement worthwhile changes.
It also gives us an opportunity to see key areas of importance to the franchisees and, if necessary, make improvements for the benefit of the network.
The support we offer franchisees is something we always aim to be the best at so ensuring we are consistently outperforming in that area is a must.
How do you use the reports?
Following the report last year, we implemented a new social intranet system which encourages more peer-to-peer communication and collaboration. This is something the franchisees had expressed they wanted more of, and we can see that it paid off as our score improved in that area this year.
How do you use your ‘5 Star Franchise Satisfaction’ award?
We’ve won the 5 Star award for 3 consecutive years this year. The feedback from the franchisees means a lot to us but it also allows us to focus on continuous improvement, especially in areas that impact the franchisees the most. It is also an amazing achievement to show to prospective franchisees.