Franchise Brands plc Annual Report and Accounts 2018 12 FOCUSED ON FIRST-CLASS CUSTOMER EXPERIENCES STRATEGY IN ACTION Metro Rod: Visibility and trust As a leading provider of drainage services, our customers expect: a rapid response, technically competent engineers and a solution which is delivered first time, safely and professionally 365 days a year. Providing updates to customers throughout the life-cycle of a job ensures that our customer experience is first class. It is vital our customers have visibility of the work we complete and trust us to manage their budget as well as their drainage assets. Providing digital images or CCTV surveys of the work we complete is critical in gaining and retaining their trust, as most of what we do is invisible or unseen. Compliance with customer systems, processes and policies is also essential, whether these are health and safety related such as obtaining a permit to work, or digitally logging on and off site. Group system sales £60m Number of Metro Rod jobs carried out in 2018 174,000 We provide support, training and development to our franchisees so they can deliver a first class customer experience.