Coalition of Franchisee Associations
July 24, 2015
Technomic On Delivery Service
The trend toward delivery of QSR meals is going to be interesting. Isn't this the first time
there has been a third party in between the QSR Operator and the customer? Who is ultimately responsible for customer satisfaction?
If the restaurant is part of a franchised chain who deals with customer satisfaction issues?
Especially when the franchisor has something to do with selecting or managing the outside
delivery service. When a customer calls the corporate office or complains on a feedback
website about food quality or order accuracy who who's responsible, the franchisee or the
delivery service?
The franchised restaurant business is supposed to be about control and consistency. A lot of
that goes out the window when an Operator hands an order to Joe from Acme Delivery service.
Technomic - Delivery Service Trials
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