Ongoing support
The franchisor’s contractual obligation to assist franchisees throughout the contract: operational coaching, continuing training, technical support, tool and procedure updates, and help during operational difficulties.
In practice
Ongoing support is one of the key considerations justifying royalty payments. It takes many forms: regular field visits from network support managers — ideally two to four times a year — an operational helpline, an extranet for sharing best practices, and continuing training on new offers. The quality of ongoing support is the top driver of franchisee satisfaction and the main factor in contract renewals at the end of the term.