Videos / Film

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

4 minutes. The field note, shown rather than read.

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