Quest awarded 5-star rating third year running

By Sarah Stowe | 20 Sep 2021 View comments

Quest Apartment Hotels has maintained its 5-star Australian Franchise Rating Scale score for a third successive year despite a tough trading environment.

High levels of transparency and franchise performance in the previous year have held the accommodation chain in good stead, despite what Quest’s general manager of franchise operations David Ridgeway concedes has been an incredibly challenging period for the sector.

“Quest was awarded Australia’s first ever 5-star rating on the Australian Franchise Rating Scale in 2019 and again in 2020, making this the third consecutive year we have received the endorsement.

“After what has been an incredibly tough time for our sector globally, we could not be prouder of this accomplishment, which confirms we are on track with our vision to be recognised as the preferred franchising provider, with a sustained track record of success.”

Quest has been franchising for more than 30 years.

FRANdata Australia’s ratings system provides a consistent evaluation of Australian franchise systems. Ratings are allocated after an independent, fact-based assessment across seven key categories and recorded on the Australian Franchise Registry.

Darryn McAuliffe, CEO FRANdata Australia, said “Quest Apartment Hotels achieved an excellent result in a highly challenging trading environment. Not surprisingly, events of the last 18 months have adversely impacted both the franchisor and the franchise network.

“However, the longer-term averages (on which much of the ratings model is based) and the forward outlook all remain very positive.

“We have previously recognised the internal data collection and reporting capabilities of the group and these continue to enable the effective monitoring of franchise performance and early warning signs where additional support may be warranted.

“Quest Apartment Hotels has also maintained its strong commitment to the measurement and ongoing monitoring of franchisee satisfaction. These factors coupled with a disciplined recruitment program have contributed strongly to a very low churn rate across the network.”

McAuliffe predicted “ongoing interest in Quest Apartment Hotels from the lending community” as a Bank Credit Report and Franchise Underwriting Report will soon be available.

Quest has 16 new properties set to open by 2023 across Australia and New Zealand, in addition to expected growth in the UK.

“As franchisor, we remain agile and committed to brand, product and service innovation, with significant work in the wings which will further the success of our business network into the future,” said Ridgeway.