Shops linked to a franchise org get two short surveys from HQ: the Franchise Satisfaction Survey (once a quarter) and the Monthly Pulse Check-in (once a month). This article covers who can answer them and what HQ can see. For the scores and the HQ side, see Franchisee satisfaction surveys.
Where to find them
Go to Settings and look in the Franchise & HQ section ("Surveys, check-ins, and fund claims for shops linked to a franchise org"). The two tiles are:
- Franchise Satisfaction Survey: "Answer HQ's quarterly "how likely are you to recommend" question".
- Monthly Pulse Check-in: "Answer HQ's monthly "how's this month going" question".
You only see these tiles if your shop is linked to a franchise org and your role is Owner, Admin or Manager.
One answer per shop
A shop gives one answer per period: a quarter for the survey, a month for the check-in. It is the shop's answer, not yours. If someone else on the team already answered, you see their answer and your Update response replaces it.
Team members who can't answer for the shop only see "Your shop has already answered for" followed by the period. They never see the score, the comment or who gave it. If you can answer, you see "Your shop's response for" the period "is below. Submitting again replaces it."
If someone without the right role tries to send an answer, they get: "Only this shop's Owner, Admin, or Manager can submit its official survey response."
Answer a survey
- Open the tile.
- Pick a score from 0 to 10. On the survey, a label appears under the numbers: Promoter for 9 or 10, Passive for 7 or 8, Detractor for anything lower. The check-in has no labels. Its scale runs from "Rough month" to "Couldn't be smoother".
- Add a comment if you like, up to 2,000 characters. The survey asks "What's the #1 thing we should fix? (optional)". The check-in asks "Anything HQ should know? (optional)".
- Decide about the box Let HQ see this is from you. It is off by default.
- Click Submit response. If the shop already answered, the button reads Update response.
You see "Thanks — your response has been recorded."
What HQ sees
HQ sees your score and your comment. HQ sees your name only when you tick Let HQ see this is from you. Leave it unticked and the response is anonymous to HQ. The line under the button says "Anonymous to HQ unless you check the box above."
Related
Frequently asked questions
Q: Why don't I see the survey tiles in Settings?
A: They show only for shops linked to a franchise org, and only to an Owner, Admin or Manager.
Q: Will HQ know it was me?
A: Not unless you tick Let HQ see this is from you. By default HQ sees your score and comment but not your name.
Q: Can two managers each give an answer?
A: No. A shop has one answer per period. A second submission replaces the first.
Q: Can I change my answer?
A: Yes. Open the tile again and click Update response. It replaces the shop's answer for that period.