Our Approach to Clients

The franchising sector consists of franchisors, franchisees and hybrids, such as master franchisees who wear both hats. We serve both franchisors and franchisees, and pride ourselves on our impartiality. While it is usually a franchisor or master franchisee that engages our services, sometimes we are contacted by franchisees. Regardless of who contacts us, we first ascertain their intentions and goals, and where necessary help to create a constructive agenda. We are not in the business of helping franchisors maximise short-term profits at the expense of franchisees, nor of helping franchisees undermine their franchisor.

For Us, It’s Personal

While companies may pay our bills, people do business with people. And it is people who create the culture of a franchise network, and who deliver the customer experience. To us, business is personal, and it is the personal nature of the franchising model, with its high levels of brand passion and franchisee commitment that makes it so interesting and meaningful. When you work with FRI you are working with real people who care just as much about your brand and your franchisees as you do.

How We Have Built Our Client Base

Over the past 31 years, we have had the privilege of working with more than 500 franchise brands. With FRI’s Net Promoter Score averaging 91%, and our strong track record of making a positive difference to our clients, almost all this work has come through word of mouth referrals and repeat business. In fact, some clients have been using our services for over 25 years, which means we sometimes know more about their businesses than they do!

What Clients Say About Our Work


"We couldn’t be happier or more complimentary about FRI’s work with us. They always take the time to understand our business and their ACE Franchisee Satisfaction Survey has particularly been of great value, delivering useful information for both the franchisor team and our franchisees."
Nicky Brooks, National Retail Operations Manager, Endota Spa
"If you want real results for your franchisor and franchisee meetings, I highly recommend the FRI team. Their intimate knowledge of human behaviour and extensive expertise in franchising give them the authority needed to inform and inspire any group."
Leigh Wallis, CEO/Managing Director, Smith & Sons
"I have used FRI’s tools, publications and workshops for over 15 years to strengthen the various franchise organisations I have worked in. I haven't found another organisation so able to practically support franchisor leadership teams, and strengthen the franchising sector through knowledge, tools, insightful research and best practice trends."
Bridget Blake, Director of Partner Engagement and Development, Specsavers
"FRI’s guidance and willingness to personalise and align their conference sessions to the challenges faced by our franchisees, and more importantly to provide solutions, exceeded our expectations. We are, and will continue to be huge supporters of their work."
David Boyd, CEO, Express Retail Group
"We all appreciated the informative and interactive workshop that FRI conducted for our Support Centre team. It was full of practical learnings that gave all of us a clear perspective on our important role for ensuring our franchise partners are successful. "
Claire Lauber, Managing Director, Boost Juice
"The FRI team really made the effort to understand our business and what exactly we wanted from a franchisee satisfaction survey and communicated well with us throughout the process. We particularly appreciated their understanding of franchising, and their ability to take an independent balanced approach. "
Marie Pitton, General Manager, Human Resources, Mortgage Choice
"We have used the entire suite of FRI services for years, including franchise recruitment tools, convention presentations, franchise satisfaction surveys and franchisor training programs. They provide amazing value, and are ethical, discreet, hard-working, on-time and simply good professional people to work with, who genuinely care about their clients."
John O’Brien, CEO and Founder, Poolwerx
"The information from the ACE Franchisee Satisfaction Survey been very insightful and will help to guide our strategic decisions and initiatives for the future. The FRI team is extremely responsive and has a solid approach that makes it easy on us as a franchisor and easy for the franchisees to participate."
Shelly Nikolou, Vice President of Global Partnerships, Self Esteem Brands
"FRI doesn’t just take a few notes on your company and then present their material. They internalize your culture and speak right to you, giving practical, immediately usable information. They knocked it out of the park with the workshop they held for our entire franchisor team, which included nearly 100 executives from all departments. "
Heather Lane, VP of Training and Development, FOCUS Brands
"FRI take the time to understand your organization’s issues and are very focused on adapting and aligning their materials and approach to the needs of the audience. I would recommend them to anyone."
Raymond Camhi, Program Manager, Learning & Development, 7-Eleven Inc
"FRI’s Boot Camp is probably one of the best learning experiences our teams have ever experienced. Our team really appreciated the new learnings and are now committed to put these into practice to improve their future field visits."
Chutintorn Pugkhem, Deputy General Manager, Chevron (Thailand)
"The FRI team have a deep understanding of franchising, human behaviour and partnerships. They have gone out of their way to understand our business and the needs of our team, and have been able to deliver a lot of value to our organisation."
Kate Foley, Head of Retail Channel Development, Australia Post
"FRI has identified a vital aspect of small business management and leadership which is badly needed, and successfully execute this efficiently, effectively and with great professionalism. Feedback from our franchise owners about the workshops they delivered was universally positive. We look forward to continuing to work with them."
Martin Warner, Managing Director, Home Instead Senior Care, Australia

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