"Tell us how we are doing' - Senior Management
The managing director and management team of this Australian and New Zealand retailer was keen to gain feedback about their performance, from each of their franchisees. This franchisor as also keen to measure the general satisfaction levels and team harmony among franchisees.
Perception Mapping assisted the management team to design a survey statement set that to seek feedback on specific performance issues. The survey web address was circulated to two weeks before the anual group conference.
The entire process of collecting the data, analysis and report generation was completed and presented to the respondants inside of a 2 week time frame.
The results of this exercise was an extremely cooperative and satisifed group of franchisees. Areas of concern identified were typical of those of a large and geographically dispersed organisation; with management now review strategies to address these issues.
However, the most urgent action to that resulted from this Perception Map was a clear need for more training opportunities for all franchisees.
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*Case study is a true version of the events, although for privacy reasons, clients' identity has been withheld.