FRANCHISING | Staff Reporter, Australia

Nando's says refurbishment programme “enhanced customer experience and loyalty”

The response came after former franchisees accused the chain of having a “very cruel” model.

Nando’s has defended its refurbishment programme for franchised and company-owned restaurants, following heated accusations from some of its former franchisees.

In a statement, the fast casual chicken chain said that renovations were used to “not only an enhanced customer experience and loyalty, but also ensure maintenance of brand relevance and position Nando’s against competitors within the market.”

“Nando’s has invested tens of millions of dollars in its new build, relocation and refurbishment strategy to ensure we are delivering the best possible restaurant experience for our customers and continue to lead the way in the fast casual dining space to support the ongoing and continued profitability of the Nando’s brand,” a portion of the statement read.

Nando’s added that “many” of its franchisees have been “keen” to invest with them, both in refurbishments and new restaurant openings.

The statement was issued in response to a article, where some former franchisees claim that the refurbishing model was being used by the chain to aggressively force them out of owning stores, leading to financial ruin.

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