MULTI-LOCATION FRANCHISE · CASE STUDY
Why local reviews carry the whole brand.
For a franchise, the brand is only as strong as its weakest location online. Customers judge the whole company by the reviews and listing of the branch nearest to them.
88% would use a business that replies to all reviews
Only 47% would use one that doesn’t reply.
Source: BrightLocal Local Consumer Review Survey 2024
01 · The economics
Every location is a front door.
Corporate marketing builds awareness, but customers pick a location through local search, Maps and reviews.
A location with outdated hours, unanswered reviews or no local page loses customers to a competitor down the street, and it drags down the brand’s reputation everywhere.
02 · The leaks
Where franchise systems lose customers.
Inconsistent listings across locations: wrong hours, phone numbers or categories.
Reviews left unanswered because no one owns them.
One generic locations page instead of real local pages.
No shared reporting, so corporate can’t see which locations need help.
03 · Methodology
What we actually do.
Central standards for brand, listings and review responses, with local flexibility for each location.
Unique local pages and Google Business Profile optimization for every location.
A review program with response workflows for every branch.
One dashboard that rolls up results for corporate and shows each franchisee their own numbers.
04 · Outcomes
What we measure.
Listing accuracy and Maps visibility by location.
Review volume, rating and response rate per branch.
Calls, direction requests and leads by location.
Which locations are lagging, so support goes where it’s needed.