Kitchen Makeovers - Case Study
“Building a Stronger Network: How Kitchen Makeovers Maintains High Franchisee Satisfaction with the Best Franchise Programme”
Kitchen Makeovers is the UK’s leading kitchen transformation specialist. Our core business is centred on providing a high-quality, affordable alternative to a full kitchen refit by replacing key elements like doors, drawers, worktops, and appliances. This approach saves our customers time, money, and upheaval. We have a thriving network of 36 franchise partners, operating in exclusive territories that span the length and breadth of the UK, from the Scottish Highlands down to the Cornish coast.
The primary value for us is gaining a clear, unfiltered, and confidential measure of our performance as a franchisor. The survey provides an invaluable channel for our franchisees to share their honest feedback, which helps us understand what we’re doing well and where we can enhance our support. It serves as a crucial benchmark, not only against our own performance year-on-year but also against the wider franchise industry. Ultimately, it’s a tool that helps us listen, adapt, and strengthen the partnership we have with our network.
Our overarching goal is always to maintain and improve franchisee satisfaction, as we know this is the foundation of a healthy and successful network. While we didn’t have a specific “problem area” to address, we are committed to continuous improvement. We wanted to proactively ensure that our support structures, training programmes, and marketing initiatives were still meeting the evolving needs of our franchisees. High satisfaction is directly linked to strong franchisee retention and makes attracting high-calibre new talent far easier, so ensuring that benchmark score remains consistently high is a key strategic priority.
How do you use the reports? How did this influence the plans you had in place as a franchisor?
The reports are fundamental to our strategic planning. They aren’t simply read and filed away; they are actioned. The senior management team undertakes a deep dive into the findings, and from there, we develop a clear action plan. We then share the key results and our intended actions with the entire franchise network. This transparency is vital to show we’ve listened.
“How does Kitchen Makeovers use the 5-Star Franchisee Satisfaction Award to benefit its franchisees and brand?”
The 5-Star Franchisee Satisfaction award is a cornerstone of our credibility and a powerful tool that we use in several ways. Firstly, it is front and centre in our franchisee recruitment marketing. It serves as an independent, trusted endorsement of our model and support, giving prospective franchisees enormous confidence. Secondly, it’s a fantastic morale booster for our existing franchisees and our head office team, celebrating our collective success. Finally, we leverage it in our consumer-facing brand communications. It demonstrates to customers that they are dealing with a company that operates to the highest standards and truly values its people, which builds significant trust and strengthens our brand reputation.
“How have KPI trends linked to franchisee retention, satisfaction, and recruitment improved as a result of Kitchen Makeovers using the ’ Best Franchise Programme?”
Since we began using the survey to guide our strategy, we have seen consistently positive trends across our key performance indicators. Our franchisee retention rate now stands at over 95%, which we believe is a direct result of the highly supportive and profitable environment confirmed by the survey. Most importantly, average franchisee profitability has seen consistent year-on-year growth.