How do you monitor franchisee performance?
KFC monitors a franchisee’s performance using a Franchise 360 scorecard which assesses a variety of factors. One is a CFF (“Cleanliness, Friendliness, Food”) Standards Audit in store where feedback is given to a franchisee regarding various aspects of the franchisee’s business, including but not limited to, food preparation, cleanliness and the customer experience. Secondly, food safety audits (“FSCs”) are conducted by a third party service to ensure that food safety and other brand standards are met at the store level. Finally, the Voice of the Customer Program is a customer based evaluation where franchisees are provided feedback based on their customers’ store experience. Franchisees are required to meet KFCC’s brand standards with respect to the operation of their stores.