7 Essential KPIs for Gong Cha Franchises

Introduction

Gong Cha Franchising offers entrepreneurs a unique opportunity to start their own business. Operating a successful chain of Gong CHA stores requires careful monitoring and evaluation of Key Performance Indicators (KPIs). In this blog post, we discuss the top seven Gong Cha franchise KPI metrics, how to track and calculate them, and the importance of accurately monitoring KPIs for a successful franchise.

• Annual income
• Average time to serve the customer
• Cost Variance
• Customer satisfaction rate
• Number of stores
• Employee retention rate
• Number of repeat customers

Effectively measuring and calculating these metrics provides invaluable insight into the performance of a Gong Cha franchise and can help entrepreneurs make sound business decisions, leading to greater success and long-term sustainability.

Annual income

Definition

Annual revenue is the total amount of money a Gong Cha franchise earns in a year. It is calculated by taking the total sales the franchise makes during the year and subtracting all returns, rebates and taxes.

Benefits of Tracking

Tracking annual revenue is important for a Gong Cha franchise because it allows the business to compare their performance against industry benchmarks and other businesses in the same field. It also helps to identify areas of improvement that can be achieved.

Industry Benchmarks

The industry benchmark for annual revenue varies depending on the size of the business and the type of products and services offered. However, most Gong Cha franchises should aim to maintain annual sales of at least million.

How to calculate

Annual revenue can be calculated by taking the total sales the franchise makes during the year and subtracting all returns, rebates, and taxes. The formula for calculating annual income is as follows:

Annual Revenue = Total Sales – Returns – Discounts – Taxes

Calculation example

For example, if a Gong Cha franchise had total sales of .2 million in one year, returns of ,000, rebates of ,000, and taxes of ,000, the annual revenue would be calculated as follows:

Annual revenue = .2 million – ,000 – ,000 – ,000 = .1 million

Tips and tricks

• Track annual revenue regularly to identify any areas for improvement.
• Compare your annual revenue to industry benchmarks to measure performance.
• Set goals and objectives to increase annual income.

Average time to serve the customer

Definition

Average time to serve customer (ATS) is a key performance indicator (KPI) used to measure the average time it takes for a Gong Cha franchise to serve a customer. This metric is used to determine the effectiveness of customer service and the level of customer satisfaction.

Benefits of Tracking

Measuring ATS helps Gong CHA franchises gauge the level of customer service they provide. It is also useful for determining which areas of customer service need improvement and what strategies need to be implemented in order to improve the customer experience. Additionally, ATS tracking can help Gong Cha franchises make decisions about staffing, scheduling, and service quality.

Industry Benchmarks

The industry benchmark for ATS is typically 1-2 minutes. However, this may vary depending on the type of business, the complexity of the order and the size of the store.

How to calculate

The formula for calculating ATS is as follows:

ATS = total service time / number of customers

Calculation example

For example, if a Gong Cha franchise served 50 customers in a total service time of 100 minutes, the ATS would be calculated as follows:

TTY = 100 mins / 50 customers = 2 mins

Tips and tricks

• Analyze customer feedback to identify potential areas for improvement.
• Track the AST of individual employees to identify any potential customer service weaknesses.
• Implement strategies to reduce wait times and improve the customer experience.
• Provide employee incentives for providing quality customer service.

Cost Variance

Definition

Cost variance is a metric used to measure the difference between the actual cost of a Gong Cha franchise and the budgeted cost of the franchise. This metric helps identify cost overruns and cost saving opportunities in a franchise operation.

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Benefits of Tracking

Tracking cost variance is important for any Gong CHA franchise as it allows franchise owners to identify areas of savings and potential cost overruns. By monitoring cost variance, franchise owners can make informed decisions about how to allocate resources and adjust their operations to ensure their franchise is running as efficiently as possible.

Industry Benchmarks

The industry benchmark for cost variance is generally set to zero. This means that a Gong Cha franchise should aim to keep its actual costs in line with its budgeted costs. Any positive variance is considered a cost-saving opportunity, while any negative variance is considered a cost overrun.

How to calculate

The cost variance is calculated by subtracting the actual cost of a franchise from the budgeted cost of the franchise. This calculation can be done in dollars or as a percentage. For example, if the budgeted cost of a franchise is 0,000 and the actual cost of the franchise is 0,000, the cost variance would be ,000 or 10%.

Formula: cost variance = actual cost – budgeted cost

Calculation example

For example, if a Gong Cha franchise has a budgeted cost of 0,000 and an actual cost of 0,000, the cost variance would be ,000 or 10%.

Formula: cost variance = 0,000 – 0,000 = ,000 or 10%

Tips and Tricks for KPIs

• Regularly monitor cost variance to ensure your franchise is operating within its budget.
• Identify areas of cost savings or potential cost overruns and make adjustments accordingly.
• Compare your cost variance to industry benchmarks to ensure you stay competitive.

Customer satisfaction rate

Definition

Customer Satisfaction Rating (CSR) is a Key Performance Indicator (KPI) used to measure customer satisfaction with a Gong Cha Franchise’s products and/or services. It is calculated by asking customers to rate their overall experience, from very satisfied to very dissatisfied.

Benefits of Tracking

Tracking customer satisfaction ratings helps franchises understand how their products and services are received and can help them identify areas for improvement. It also gives them an indication of how customers perceive their brand and can ultimately lead to more loyal customers.

Industry Benchmarks

The industry benchmark for customer satisfaction rating is generally considered to be between 80-85%.

How to calculate

The customer satisfaction rate can be calculated by dividing the number of customers who say they are satisfied with the product and/or service by the total number of customers surveyed.

Customer satisfaction rate = (number of satisfied customers / total number of customers) x 100

Calculation example

If a Gong CHA franchise surveyed 500 customers and 400 indicated they were satisfied, the customer satisfaction rating would be calculated as follows:

Customer satisfaction rate = (400/500) x 100 = 80%

Tips and tricks

• Always ask customers to rate their overall experience, so you can better understand where customers are most satisfied and dissatisfied.
• Follow up with dissatisfied customers to find out why and make sure you take action to resolve the issue.
• Setting specific goals for customer satisfaction rating can help you track your progress and ensure you’re meeting industry benchmarks.

Number of stores

Definition

Store count metrics are a critical KPI for franchisees to measure their franchise growth. This metric shows the total number of stores operated by the franchise and serves as a basic indicator for franchise success.

Benefits of Tracking

Tracking store counts can give franchisees a better understanding of their franchise’s performance. This gives them insight into franchise growth and also serves as a benchmark for franchise success. This metric also helps franchisees analyze the financial performance of their franchise and also helps them plan future investments.

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Industry Benchmark

The industry benchmark for number of stores is based on franchise size. For example, a small franchise may have a 5-store SKU, while a large franchise may have a 25-store SKU.

How to calculate

The number of stores can be calculated by subtracting the total number of stores opened in a given period from the total number of stores closed in the same period. The formula for calculating the number of stores is:

Number of stores = Total stores open – Total stores closed

Calculation example

For example, if a franchise opened 10 stores in the first quarter of the year and closed 3 stores in the same period, the number of stores for the quarter would be 7.

Number of stores = 10 – 3 = 7

Tips and Tricks for KPIs

• Regularly analyze the data to get an accurate idea of the performance of the franchise.
• Be sure to track the number of stores open and closed during each period to get an accurate store count.
• Compare the number of stores to the industry benchmark to get an idea of franchise performance.

Employee retention rate

Definition

The employee retention rate is a measure of how many employees stay with the company for a long time. This is a key metric for Gong Cha franchises, as it indicates the effectiveness of the company’s hiring and training programs, and its ability to foster a positive work environment.

Benefits of Tracking

Tracking employee retention rate is important for Gong CHA franchises as it is an indicator of the effectiveness of their hiring, training and engagement practices. It measures whether or not employees are content with their jobs and whether or not the franchise is successful in creating a positive work environment. Additionally, higher employee retention rates can help reduce the costs associated with hiring and training new employees.

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Industry Benchmarks

The employee retention rate for Gong CHA franchises varies by industry and region. As a general rule, it is recommended that franchises strive for an employee retention rate of at least 80%. Higher rates indicate a successful organization and will help ensure the franchise maintains its competitive edge.

How to calculate

Employee retention rate = (Number of employees at the end of the year – Number of new hires during the year) / Number of employees at the beginning of the year

Calculation example

For example, if a Gong Cha franchise had 15 employees at the start of the year, 10 new hires during the year, and 18 employees at the end of the year, its employee retention rate would be calculated as follows:

Employee retention rate = (18 – 10) / 15 = 0.8

In this example, the franchise’s employee retention rate is 80%, which is above the recommended benchmark.

Tips and tricks

• Develop a comprehensive onboarding process to ensure new employees are properly trained and integrated into the company culture.
• Offer competitive salaries, benefits, and other incentives to encourage employees to stay with the franchise for the long term.
• Regularly assess employee satisfaction to identify any potential areas for improvement.
• Encourage open communication between employees and management to foster a positive work environment.

Number of repeat customers

Definition

The number of repeat customers is a KPI metric that measures the number of customers who visit a business more than once. This metric is a useful indicator of loyalty, satisfaction, and overall business health.

Benefits of Tracking

Tracking the number of repeat customers metric is beneficial for any franchise business as it can help gauge customer loyalty and customer satisfaction. It can be used to identify areas for improvement in the customer experience and to better understand customer needs. Additionally, tracking this metric can help inform marketing and sales strategies.

Industry Benchmarks

The industry benchmark for the number of repeat customers varies by industry. Generally, a business should strive to have a number of repeat customers greater than 50%. This number indicates that more than half of customers return to the company.

How to calculate

The formula to calculate the number of repeat customers is as follows:

Number of repeat customers = (number of repeat customers / total number of customers) * 100

Calculation example

For example, if a franchise has 200 customers and 50 of them have visited the store more than once, the number of repeat customers would be:

Number of repeat customers = (50/200) * 100 = 25%

Tips and tricks to improve the KPI

• Provide incentives to returning customers, such as discounts and loyalty rewards.
• Gather customer feedback to identify any areas for improvement.
• Analyze customer data to identify customer preferences and habits.
• Ensure customer satisfaction by providing excellent customer service.

Conclusion

The seven key Franchise Gong Cha KPI metrics are essential for a successful franchising business. To track, calculate, and monitor your KPI metrics accurately, you need to understand the importance of each and how they help manage and optimize your operations. By systematically checking your KPIs and evaluating the results, you can ensure that your Gong Cha franchise is as successful as possible.

The KPIs discussed in this blog post are just the tip of the iceberg when it comes to understanding and tracking the performance of your Gong Cha franchise. As you become more familiar with the metrics and trends they might reveal, you will be able to fine-tune your operation and take your business to the next level.

• Home
• Annual income
• Average time to serve the customer
• Cost Variance
• Customer satisfaction rate
• Number of stores
• Employee retention rate
• Number of repeat customers