Applause for Razzamataz scoring top marks in franchisee satisfaction survey
Denise Hutton-Gosney (centre) with students.
Razzamataz Theatre Schools is delighted to announce that for the fourth time it has been awarded a 5 Star Franchisee Satisfaction rating on feedback from its franchisees in a survey conducted by WorkBuzz, a leading independent franchise consultancy.
The Franchise Satisfaction Benchmark (FSB) from WorkBuzz, invites franchisees to participate in an anonymous online survey about their franchise experience. Using a consistent methodology, the franchise is assigned an overall FSB score and the highest performing franchisors are recognised in the Best Franchise Awards.
Razzamataz saw a response rate that gave an overall FSB score of 87%, with several broken down results rating higher than the industry average said the franchisor. This is in addition to being named as Best Franchise (£2m to £10m network turnover) in the WorkBuzz Best Franchise Awards 2020/21 sponsored by Lloyds Bank.
Some of the standout areas that Razzamataz highlights include scoring 100% on products and services (19% higher than industry average), 94% on marketing support (17% higher) and 95% on training and support (23% higher).
Razzamataz said comments from franchisees resulting from the survey included: “Our service supports children and their families. This is always needed but now it is absolutely essential … Great branding and always willing to invest in our marketing … Initial training was excellent, and support has been continuous.”
An area that the franchisor repeatedly saw comments on was how it has been supporting franchisees during the pandemic, with the following opinion typical from one of its many franchisees said the company:
“The support during lockdowns has been absolutely outstanding and I think it was so good it is worth mentioning as a standalone comment. Head office were there for us every step of the way, providing us with not only ways in which to adapt so quickly that not even a single session was missed, but they also helped retain students and gain new ones.”
Although many franchisees said the biggest challenge facing their business was Covid-19, Razzamataz said it is very proud of how its theatre schools are getting back to and beyond pre-pandemic numbers. This optimism is shared by the majority of its franchisees when asked about the next 12 months, with 88% of franchisees expecting profitability to improve.
Denise Hutton-Gosney, managing director and founder of Razzamataz, said: “We are delighted to once again receive the 5 Star rating from WorkBuzz’s Franchise Satisfaction Benchmark in what has been the most difficult year for the children’s activity sector. I would like to say a huge thank you to my head office team and all of my amazing franchisees for showing their commitment to the brand and the continued support they showed to all of our young customers and their families.
“When I think back to the start of the first lockdown and everything we have achieved since then, I’m so proud of the way that we pulled together as one big team in an extremely ethical and responsible way, keeping everyone’s best interests at heart. Receiving this positive feedback at the end of this challenging 12 months has been very heart-warming.”
WorkBuzz added: “Franchisee satisfaction is a powerful concept in franchising. Positive levels of franchisee satisfaction can contribute to strong network growth and development. This is achieved not only from the franchisor, but also the wider community. Razzamataz franchisees scored 100% (29% higher than industry average) when asked about peer support, stating that head office and the community of franchisees are incredibly helpful.”
As Razzamataz emerges from the restrictions of the pandemic, the network is looking to the future, as Hutton-Gosney explains: “We have been researching and talking to suppliers to improve the administrative process, saving franchisees time and allowing them to focus on other areas. Head office is also looking at a new merchandise range and different options for an e-commerce site so we can best serve our customers.”
Razzamataz said that to be a successful franchisor, it is important to give a voice to everyone in the network. With its Franchise Advisory Council and a recently introduced Mastermind Group, every franchisee has access to a representative to get their voice heard. A further new initiative by the franchisor is the introduction of ‘Wellness and Collaboration’ calls, where franchisees are given the opportunity to speak directly to Hutton-Gosney and Support Manager, Charlotte Young.
Summing up the survey, Matty Aitchison-Rayson, the franchisee for West Cumbria, said he was blown away by how much the numbers have grown following the support from Denise, Charlotte, head office and the network.
Here Aitchison-Rayson shares the best things about being a franchisee with Razzamataz:
Support from head office and fellow franchisees
Being part of a family
Ever growing – student numbers are increasing which means profits are too
Flexibility around family life
Great branding and always willing to invest in our marketing
Head office and the community of franchisees is incredibly helpful. They are welcoming and truly believe that one franchise doing well helps everyone
Opportunities and cost saving I wouldn’t get on my own
Our high expectations and quality of training provided
Our service is inclusive and differs to the competition in every way, including price, meaning we can help more people
Reactive to all government guidelines
Head office have gone above and beyond to support us through the pandemic
Retaining stature in the performing arts industry
Willing to invest in professionals to train us in marketing
Razzamataz is looking to launch more theatre schools across the UK and overseas, and currently has franchise resales available for the territories of Berkshire, High Wycombe, Horsham, Paisley, Renfrewshire and West Sussex.