The franchisee scorecard: five numbers, one page, no colour coding

Film

Chapters

1. 0:00 Five numbers and no colour
2. 0:11 A useful question about the work
3. 0:24 Why five
4. 0:41 Five versions of the same number
5. 0:54 The five, and why these
6. 1:11 The number that pulls against conversion
7. 1:31 Attendance at the first follow up
8. 1:43 Time to first human contact
9. 1:55 Complaints and concerns raised, not upheld
10. 2:12 No colour
11. 2:26 Print the current measure
12. 2:37 A question, not a verdict
13. 2:44 One page, and what goes on the back
14. 2:57 What this costs you
15. 3:13 The care promised after departure

The field note

• The franchisee scorecard: five numbers, one page, no colour coding