Building sustainable success in a values-led sector: How Radfield Home Care uses the Best Franchise Programme
Radfield Home Care is a private home care provider and award-winning franchise network that has been supporting people to age well for over 40 years. With over 900 employees and 35 offices across the UK, our franchise partners deliver highly personalised Visiting Care, Live-in Care, and Adult Day Care services; all enhanced by Connected Care technology. We currently support more than 1,200 clients across the country.
What value do you get from running the survey?
The WorkBuzz Franchisee Satisfaction survey gives us powerful, independent insight into how we’re performing as a franchisor. For prospective franchise partners, it provides immediate reassurance that we operate to the highest industry standards and have been independently assessed against rigorous criteria.
Trust is paramount in the care sector, so the franchise partner feedback is invaluable for reinforcing our 40-year heritage of ethical care practice. It shows prospective franchise partners that we’re not just focused on short-term gains, but on building sustainable, profitable businesses that benefit everyone; franchise partners, clients, and communities alike.
Was there a particular area you wanted to improve?
Two key areas: Quality Standards and Financial Stability. We pride ourselves on providing the highest quality care options to local communities. This has meant keeping ahead of the increasingly tough care regulations to ensure we consistently provide the highest quality services across our network.
Similarly, we have adapted our model to tackle financial pressures and the current economic environment, for example, we introduced Live-in Care to ensure our franchise partners are financially successful with robust service offerings.
How do you use the reports?
While headline satisfaction is important, it’s the insights and comments that really drive action. These have directly influenced strategic initiatives such as improving training resources, rolling out new AI tools, refining operational reports, and prioritising investment in areas like recruitment efficiency and client data visibility.
How do you use your ‘5 Star Franchise Satisfaction’ award?
We’re immensely proud to be the only home care franchise to consecutively win the 5-star award in the past three years (2023, 2024 and 2025). We use this award as the powerful credibility tool it is; supporting franchise recruitment by reassuring new partners while strengthening client and referrer confidence.
We feature it across marketing, from national campaigns to Discovery Day packs, social media, our franchise website and email footers. It’s not just a badge; it’s a trust signal.
We talk to prospects about the importance of these awards, and they add huge credibility for a potential franchisee who is considering investing in our franchise.
What results have you seen?
Our survey scores have held consistently high over the past three years because we have adapted to the feedback of our franchise partners and the landscape of the sector. This consistency is what helped us win three consecutive 5-star Franchisee Satisfaction awards.
“The WorkBuzz team are fantastic to work with. Their feedback tools have helped us understand where we’re strong and where we can improve. It’s not just about winning awards; it’s about being a better franchisor every year.”
Neil McPherson
Operations Director