To average consumers, fast-moving consumer goods (FMCG) franchise environments are the epitome of standardized operations. When patrons frequent a franchise establishment, they know what to expect – from the general look-and-feel to the products, price range, and the level of service they'll receive. Standards established to maintain brand identity, deliver quality service, and promote customer satisfaction help create a repeatable experience. Done right, this consistency drives loyalty and profits across franchise locations.
However, as FMCG franchise operations expand and become more complex, inconsistencies in service delivery become more noticeable – impacting the ability to function and compete successfully on a daily basis. In this paper, we'll discuss the causes of related service issues and the steps organizations can take to improve service and support to both company- and owner-operated franchises