The Holiday Franchise Company - Case Study
Building Stronger Connections: How the Holiday Franchise Company use the Best Franchise Programme to Enhance Franchisee Support and Growth.
The Holiday Franchise company enables franchisees to set up their own branded, fully bonded, online or retail travel agency. Franchisees have the freedom of running their own business, with the infrastructure and support of a franchise model
What value do you get from running the survey?
You can’t place a value on knowing your franchisees feelings on your proposition and support. It is crucial in knowing how to evolve and grow your business, to retain current franchisee and attract new ones.
Was there a particular area you wanted to improve?
Our main focus was to ensure we were aligned in our thinking with our network of franchisees and we are doing what we can, to deliver the highest levels of support to them. This has then led on to improve our satisfaction scores, as they see us acting on their feedback.
Recruitment was never our first thought, but the insight we have gained, has then been able to be included in our recruitment and marketing strategy, to support in attracting new franchisees.
How do they use the reports? How did this influence the plans they had in place as a franchisor?
When we receive the reports, the entire support team take time to individually review the scores and supporting comments, to identify our strengths, areas where we are performing and need to maintain and our areas of opportunity. Exploring what else can we do to improve our service levels, across all departments.
We then come together as departments to discuss our findings and document a plan of action Finally, we come together as a team to discuss as one to agree and finalise a master plan. We then use our traditionally quieter months of the year October – December to implement our actions, ready for launch at our January conference, ready for our peak trading.
“How have KPI trends linked to franchisee retention, satisfaction, and recruitment improved as a result of The Holiday Franchise Company using the ’ Best Franchise Programme?”
This year’s survey results have resulted in a 5% year on year increase, in our satisfaction score, in what has been a tough year. This is because we are listening to our franchisees and they see us acting on their feedback so they feel valued as our business partner.
It is crucial to grow your business to invest in capturing your networks feedback, the animosity allows a deeper understanding of your franchisees feedback.
As well as capturing the feedback, you need to demonstrate where you can, that you will act upon it. Otherwise It’s a pointless exercise.