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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