Latest / Franchise Conversations with Fexingo: Buying, Running, and Scaling Franchise Businesses
How Franchisees Use Customer Experience Indexing to Boost Revenue
In this episode, Lucas and Luna explore how franchisees are using Customer Experience (CX) Indexing to drive repeat business and revenue growth. They dive into a case study of a multi-unit QSR franchisee in the Midwest who implemented CX surveys, tracked Net Promoter Scores across locations, and linked improvements directly to a 12% same-store sales increase over six months. Lucas explains the methodology of CX indexing—collecting real-time feedback, scoring experiences, and operationalizing changes—while Luna challenges whether the approach scales across different franchise systems. They…
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