Molly Maid - Case Study
Focusing on Feedback: How Molly Maid Uses Their Annual Franchisee Survey by WorkBuzz to Improve Franchisee Satisfaction and strengthen their business.
Molly Maid is the UK’s No. 1 home cleaning franchise, established in the UK for over 40 years. With around 70 franchises operating from Aberdeen to the South Coast, the brand has built a strong reputation for quality and service.
In this case study, Aaron Watson, Director of Business Development, explains how Molly Maid has partnered with WorkBuzz for the last six consecutive years to assess Franchisee satisfaction, and to understand what more they can do as a Franchisor to help them grow a more profitable and valuable business.
How does Molly Maid benefit from being part of The Best Franchise Programme?
The survey provides us with a valuable and honest assessment of how we are performing as a franchisor. Because the survey is anonymous, franchisees can share open and honest feedback, which is vital for us.
It’s encouraging to see the areas where we are performing well, but more importantly, the survey highlights where we can improve. This helps us focus on actions that raise franchisee satisfaction levels even further.
Was there a particular area you wanted to improve?
Franchisee satisfaction has always been our top priority. Ensuring our network feels supported, heard, and valued is at the heart of how we operate.
How do you use the reports?
As a management team, we review the feedback carefully and identify the areas where changes or improvements can be made. We then implement measures designed to address these points and track progress.
Of course, there are times when certain requests can’t be actioned. In those cases, we take the time to explain why, so franchisees understand the reasoning behind the decision. This transparency is key to building trust.
How do you use your ‘5 Star Franchise Satisfaction’ award?
The 5 Star Franchise Satisfaction award is a fantastic by-product of the survey. It gives us the opportunity to celebrate our high levels of satisfaction both internally and externally.
It is also a powerful tool for recruitment. We promote the award across multiple channels — through email campaigns, our website, media partners, and social media — as well as incorporating the logos into email signatures. By showcasing this independent recognition, we can demonstrate to prospective franchisees the strength of our network and our commitment to supporting them.
“The WorkBuzz survey has become a key annual event for us, and Sharon and her team are fantastic at making it happen. They keep the process simple, ensure we get plenty of responses, and present the results in a really clear and useful way. I truly believe listening to your franchisees and understanding how better we can support them is vital to being recognised as a top Franchisor. I would highly recommend any franchisor to make this a regular feature for their business each year.”