The franchise market has been hit hard over the last twelve months. In what was already a challenging and competitive market, nothing could’ve prepared us for what lay ahead. Franchisees had to adapt and find new ways to meet the needs of their customers.
Whilst most managed to ride the storm, the market conditions meant the significant effort put in by the franchisees unfortunately did not result in the business growth they were striving for.
Last year, in the midst of the uncertainty, we wanted to find out exactly how customers felt about the way brands rewarded, recognised and communicated with them. We spoke to thousands of customers to learn precisely what they value, so that we could share these findings with the market. Customer growth will certainly be at the top of the agenda for every brand in 2021. We hope these insights through a customer lens will enable your franchise brand to achieve it and create customers for life.