State of Franchise Customer Engagement 2026 is a research study focused on how franchise systems manage customer engagement, loyalty, and the connection between digital marketing and in-location outcomes across their networks.
The goal of this study is to understand how franchise systems drive repeat visits and customer retention, how digital engagement connects to in-location visits, appointments, and revenue, how loyalty programs are structured and what impact they have, how technology decisions are made across franchise systems, and what barriers organizations face when adopting new customer engagement platforms.
This survey is intended for leaders and decision-makers at franchise brands and corporate franchise organizations.
Responses will be analyzed in aggregate and used to publish industry insights and benchmarks. If you'd like us to quote you in the report, please answer the open-ended questions and leave your name, company name, and URL.
A few definitions used in this survey:
