Minit retain franchisees twice as long as industry, 15 years vs 7 years.

Mister Minit
Maria Walton CEO Mister Minit Oceania and South East Asia
Maria Walton, CEO, Mister Minit Oceania and South East Asia

Mister Minit (Minit) have partnered with 10 THOUSAND FEET since 2009.

Minit feed 10 THOUSAND FEET’s franchisee and employee engagement survey results into business plans and monthly action plans, driving actions towards Mister Minit’s 1st driver of their business plan “Make Every Team Member Matter”.

Ultimately Minit value the independent reality and expert advice 10 THOUSAND FEET provide to drive system and process improvement to increase retention and engagement with franchisees and employees alike.

10 THOUSAND FEET’s franchisee satisfaction survey and employee engagement survey insights have helped Minit retain their franchisees; average franchise tenure is 15 years vs 7 years for industry.

Independent analysis and connecting the dots between data points on team sentiment gives Minit the confidence to make targeted changes, one saw a State NPS go from minus 70 to plus 10 in just 6 months, another recent change saw a 13% increase in a supply chain satisfaction metric.

About Mister Minit

In 2024 the Mister Minit brand celebrates its 67-year anniversary. From its foundation as a ‘While U Wait’ Heel Bar (Shoe Repairs), it has evolved as the market leader within the broader category of ‘Household and Personal Services’ specialising in shoe repairs, key duplication, engraving, watch servicing and sharpening. Currently it operates 351 shops through Australia, New Zealand, Singapore and Malaysia. The network is supported by developing mobile and ecommerce channels. The support office and distribution functions are based in Sydney whilst the operational leadership works with their respective teams within the communities and markets the company serves.

The twin drivers of the company’s ongoing success are (1) the delivery of a ‘Great (Relevant) Offer (2) the ability to ‘Grow People’ (capability and depth). The company has achieved year on year growth in volumes for two decades from 2000 through until March 2020 (immediately preceding the pandemic related disruptions). It continues to grow at a premium to that of the retail sector reflecting the ongoing development of its services linked to growth, capability and retention of its people.

Goals for working with 10 THOUSAND FEET

Take anonymous team member feedback that measures key areas of franchisee and employee engagement and drive system and process improvement to increase retention and engagement with franchisees and employees alike.

The NPS is used as part of Minit’s leadership incentive scheme and forms part of Minit’s annual review process. Minit’s franchisee/employee satisfaction research program is designed to influence everyday language in the business and influence behaviour especially when a difficult issue arises.

Mister Minit Team In Store
Solutions

Utilising our industry leading franchisee satisfaction survey and employee engagement survey instruments and process we independently and objectively measure satisfaction across a collective 100 metrics. With our deep understanding of Mister Minit and the unique nature of the franchise industry this also includes questions tailored to Mister Minit’s unique needs.

In both projects, 10 THOUSAND FEET initiate the communication package with relevant content, instructions, questions, sample report etc. The project plans are consistent with a Gantt chart, actions and reminders that ensure each wave of research goes according to plan.

An Account Manager is assigned for each project. The project plan and several touch points before and during the project ensure clarity and maximise the participant response.

Result

We have partnered with Mister Minit since 2009. Our reporting has been highly actionable for the Minit team from the CEO and senior leaders right through to every regional and area manager, enabling Minit to get buy in and drive a culture of continual improvement.

“For both the Franchisee Satisfaction Survey and Employee Engagement Survey projects the data is presented via a user-friendly interactive dashboard, where Minit can dissect results. These insights allow comparable data from different periods, along with industry results. We have also customised some questions on specific questions that we like to understand better to drive franchisee satisfaction. The insights are backed up by research and provides a good basis for what we can do in our system to improve.

When results are delivered every leader makes comment on 3 actions that they will improve, and this is measured/ analysed the next survey.

There is good leveraging of the results between the 13 different areas in our Operations Team and regular analysis of what they have done to impact the results.

We have been partnering with 10 THOUSAND FEET since 2009. 10 THOUSAND FEET’s independent research is used as part of our leadership incentive scheme. It forms part of the annual review process and provides a key point of focus.

10 THOUSAND FEET’s insights have helped retain our franchisees; average franchise tenure for Minit is 15 years vs 7 years for industry.

The independent reality 10 THOUSAND FEET provide on team sentiment has given us the confidence to make targeted changes, one saw a particular State NPS go from minus 70 to plus 10 in just six months, another recent change saw a 13% increase in a supply chain satisfaction metric.

We use franchisee/employee satisfaction in the everyday language of our business. The NPS – how we behave with franchisees (detractors versus promoters) influences behaviour especially when a difficult issue arises.”

Maria Walton, CEO, Oceania & South East Asia

Mister Minit’s experience working with 10 THOUSAND FEET

“The most impressive attribute of 10 THOUSAND FEET is the ability to provide an external/independent reality/analysis on our results. The ability to provide links/connections between different questions is appreciated and provides meaning/context.

The workflow between Mister Minit and 10 THOUSAND FEET works very well. Minit’s involvement with the projects is really hands off. During the projects the extent of our work is to review and encourage responses, which is at most half an hour.

10 THOUSAND FEET is very responsive to suggestions and comments made and their response is always comprehensive and analytical, making 10 THOUSAND FEET a valued supplier partner.”

Maria Walton, CEO, Oceania & South East Asia

Mister Minit’s time investment

Briefing the research each wave: 30 minutes

Input on updating the most recent questionnaire when relevant: 30 minutes

Assisting in fieldwork to get all the details 10 THOUSAND FEET need for sending out the surveys and encouraging participation: 30 minutes

General project management to be across the project’s progress: 15 minutes

Being presented results by 10 THOUSAND FEET and reviewing results: 1.25 hours

Actioning insights, embedding results into strategy and tactical decision making: 3 hours

Total time: 6.25 hours per wave.

Mister Minit Store - Team member serving a customer fixing a handbag