TO: FROM: DATE: SUBJECT: Hardee's Franchisees Steve Evans - SVP, Franchise Operations Becky Salacki - Director, Franchise Operations March 21, 2014 Summary Report & Franchise Recap For Response Program Attached, please find the Response Program Summary Report for Period 1, FY2015. This report is provided to you for informational purposes and to assist you with the operations of your franchised restaurants. Should you have any questions regarding these reports, please feel free to contact us, your Franchise Business Consultant or Bruce Pate in CKE Relations at 314-259- 6208 (or dpate@ckr.com). Thank you for your continued support. We trust that you and your team will find this information useful and of great value. Hardees Response Franchise Recap P1 FY15
RANKING & TRACKING COMPLAINT AVERAGE RECAP Summary of the average number of complaints for each FBC: FBC REGION P1 AVG. YTD AVG. TOM SCHNETZLER 21/1 1.3 1.3 OPEN 21/2 1.6 2.0 MALLORY DEAN 21/3 1.1 1.1 CRYSTAL LIGHT 21/4 1.6 1.6 EDDIE KEEN 21/5 1.0 1.0 JAMES BOZEMAN 21/7 1.1 1.1 PORTIA FERGUSON 21/8 1.8 1.8 JOE BRAUN 22/1 1.2 1.2 PAT LEAKE 22/2 1.3 1.3 OPEN 22/3 0.8 0.8 WAYNE RILEY 22/4 1.4 1.4 VICKIE KRCH 22/5 1.6 1.6 TOM TAYLOR 22/6 1.7 1.7 PERRY STALLINGS 22/7 1.1 1.1 CURT FRANCHUK 22/8 1.2 1.2 STEVE ZWOBOT 22/9 0.7 0.7 TERESA CIFONE 23/1 1.2 1.2 BOB REED 23/2 1.4 1.4 DAVE WHITE 23/3 1.4 1.4 GEORGE COLLINS 23/4 1.0 1.0 DAVID SUNDBY 23/5 2.2 2.2 MICHELLE SCHLEIS 23/6 0.7 0.7 BILLY KEITH VICK 23/7 0.9 0.9 PAUL HAMMELL 23/8 1.3 1.3 KIM WACKER 23/9 1.0 1.0 GENE MOSER 23/10 1.2 1.2 All Franchise Restaurants 1.20 1.20 All Company Restaurants 2.07 2.07 RANKING & TRACKING COMPLAINT AVERAGE TREND Period Averages for FY 14 and FY 15 Franchise and Company operations: 3.00 2.50 2.00 1.50 1.00 0.50 0.00 P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 CO-FY'14 2.06 2.30 2.07 1.95 1.83 1.62 1.81 1.80 1.99 2.10 2.06 2.04 1.71 FZ-FY'14 1.09 1.23 1.09 1.09 1.11 0.98 1.00 1.02 1.12 1.22 1.10 1.21 1.11 CO-FY'15 2.07 FZ-FY'15 1.20 CO-FY'14 FZ-FY'14 CO-FY'15 FZ-FY'15 Page 2 of 5
PERIOD 1 COMPLAINT AVERAGE Period 1 Period 1 AMG RESTAURANTS, INC. 0.0 CDP ENTERPRISES 1.0 BOMAR FOOD SYSTEMS, INC. 0.0 CR VENTURES 08, LLC 1.0 CHESAPEAKE PRODUCTS & SERVICES, INC. 0.0 DOBBS-TYREE ENTERPRISES 1.0 COUGAR ENTERPRISES 0.0 DORO, INC. 1.0 DAVE BOWAR 0.0 EXPRESS LANE, INC. 1.0 HAR-KOTA FOODS, INC. 0.0 GBL INVESTMENTS, INC. 1.0 HAR-STAR FOODS, INC. 0.0 HANSEN, PAT 1.0 JACKSON OIL COMPANY, INC. 0.0 HARCO FOODS, LLC 1.0 JAY-RAM, INC. 0.0 HAR-JAMES FOODS, INC. 1.0 JVL RESTAURANTS 0.0 HAR-MAR FOODS, INC. 1.0 LESLIE COUNTY RESTAURANTS, INC. 0.0 HUDSON FOODS 1.0 MARILYN HABERKAMP 0.0 ISHAAN ENTERPRISES, LLC 1.0 NORTHERN STAR, INC. 0.0 KAY-RAE DEVELOPMENT, INC. 1.0 OSHKOSH 0.0 MESABA FOOD COMPANY 1.0 OTAC NO. 6, INC. 0.0 MICHAEL L. JUSTICE, FRANK E. JUSTICE & M 1.0 PERRY E. (JACK) DUCKETT & PAMELA K. DUCK 0.0 OTAC NO. 5, INC. 1.0 PETE-HAM FOOD SERVICES, INC. 0.0 OTAC, INC. 1.0 PLEXUS PROPERTIES, INC. 0.0 OZARK BLACK OAK, LLC 1.0 RACP ENTERPRISES, LLC 0.0 RIVER FOODS, INC. 1.0 RJS ENTERPRISES OF WAUPACA, INC. 0.0 SADDLE PEAK LLC 1.0 S & L FOODS, INC. 0.0 STEELTOWN RESTAURANTS, INC. 1.0 SCHULTZ ENTERPRISES 0.0 SUMMIT FOODS II, INC 1.0 SMITH FOODS MANAGEMENT-JESUP, LLC 0.0 WEST PARTNERS, INC. 1.0 SPORTSERVICE CORP. 0.0 WESTAR FOODS, INC. 1.1 SUN VENTURES, INC. 0.0 DIAMOND HOSPITALITY ENTERPRISES, LLC 1.2 TAP ENTERPRISES 0.0 THE PANTRY 1.2 W.T.E. ENTEPRISES 0.0 SHAY, MICHAEL 1.2 WHITLEY CO. RESTAURANTS, INC. 0.0 SCOGGINS, JULIA J. & JOHNSON, MARK 1.2 THE HASTINGS COMPANY 0.3 PHASE THREE STAR LLC 1.3 A&J ENTERPRISES, INC. 0.3 BRYANNA ENTERPRISES, LLC 1.3 RBF, INC. 0.3 DIAMOND MANAGEMENT, LLC 1.3 UNITED FUELS, LLC 0.3 SANDY'S ASSOCIATES, INC. 1.3 HIA, INC. 0.4 BODDIE-NOELL ENTERPRISES, INC. 1.4 BAY FOODS, INC. 0.5 HR GROUP MO, LLC 1.4 CAROLINA CONVENIENCE CORPORATION 0.5 MOUNTAIN STAR, LLC 1.4 GERGES S. GERGES & AIHAB GERGES 0.5 SAULAT ENTERPRISES, INC. 1.4 MICHAEL RAY ENTERPRISES, INC. 0.5 HR GROUP GA, LLC 1.5 SONI, DHIMANT & GITA 0.5 CAROLINA FOOD SYSTEMS, INC. 1.5 TALL CORN CORPORATION 0.5 FIGLEWICZ ENTERPRISES, INC. 1.5 WADE-CARY ENTERPRISES, INC. 0.5 GBL ENTERPRISES, INC. 1.5 FRANCIECO., LP (HFS) 0.6 JOHN L. HASKINS/DBA SUNBURST RESTAUR 1.5 DRAIN ENTERPRISES, INC. 0.7 MIDWEST FIRST STAR INC. 1.5 JORDAN OIL COMPANY, INC. 0.7 BREWER FOODS, INC. 1.6 ROBERT L. WIGGINS, JR. 0.7 PARADIGM INVESTMENT GROUP, LLC 1.7 STANEK, INC 0.7 SOUTHERN STAR MANAGEMENT GROUP, IN 1.8 SUMMIT FOODS, INC. 0.7 ARW, LLC 2.0 OTAC NO. 4, INC. 0.7 EAGLE-SMITH 2.0 C & C FOOD SYSTEMS, INC. 0.7 EHRHARDT, SPIKE 2.0 HERITAGE ASSETS, LLC 0.7 FDL ENTERPRISES, LLP 2.0 RIVER VALLEY RESTAURANTS, LLC 0.8 MORNING STAR, LLC 2.0 RESTAURANT MANAGEMENT CORPORATION 0.8 OTAC NO. 3, INC. 2.0 DIAMOND IN THE ROUGH RESTAURANTS, LLC 0.8 SMITH FOODS, LLC 2.0 HR GROUP WY, LLC 0.8 STEELTOWN INVESTMENTS, LLC 2.0 HUEING, INC. 0.9 HNI, LLC 2.5 MCGINNIS, JOHN T. 0.9 LEROY, THOMAS LEMAR & BARBARA 2.5 PONDER ENTERPRISES 0.9 FRONTIER STAR, LLC 2.6 TRISTAR VENTURES, LLC 0.9 HAR-BROWN FOODS, INC. 4.0 NORTHLAND RESTAURANT GROUP, LLC 1.0 LYNCH ENTERPRISES, INC. 5.0 HAR-KATO FOODS, INC. 14.0 Page 3 of 5
YTD COMPLAINT AVERAGE YTD YTD AMG RESTAURANTS, INC. 0.0 CDP ENTERPRISES 1.0 BOMAR FOOD SYSTEMS, INC. 0.0 CR VENTURES 08, LLC 1.0 CHESAPEAKE PRODUCTS & SERVICES, INC. 0.0 DOBBS-TYREE ENTERPRISES 1.0 COUGAR ENTERPRISES 0.0 DORO, INC. 1.0 DAVE BOWAR 0.0 EXPRESS LANE, INC. 1.0 HAR-KOTA FOODS, INC. 0.0 GBL INVESTMENTS, INC. 1.0 HAR-STAR FOODS, INC. 0.0 HANSEN, PAT 1.0 JACKSON OIL COMPANY, INC. 0.0 HARCO FOODS, LLC 1.0 JAY-RAM, INC. 0.0 HAR-JAMES FOODS, INC. 1.0 JVL RESTAURANTS 0.0 HAR-MAR FOODS, INC. 1.0 LESLIE COUNTY RESTAURANTS, INC. 0.0 HUDSON FOODS 1.0 MARILYN HABERKAMP 0.0 ISHAAN ENTERPRISES, LLC 1.0 NORTHERN STAR, INC. 0.0 KAY-RAE DEVELOPMENT, INC. 1.0 OSHKOSH 0.0 MESABA FOOD COMPANY 1.0 OTAC NO. 6, INC. 0.0 MICHAEL L. JUSTICE, FRANK E. JUSTICE & M 1.0 PERRY E. (JACK) DUCKETT & PAMELA K. DUCK 0.0 OTAC NO. 5, INC. 1.0 PETE-HAM FOOD SERVICES, INC. 0.0 OTAC, INC. 1.0 PLEXUS PROPERTIES, INC. 0.0 OZARK BLACK OAK, LLC 1.0 RACP ENTERPRISES, LLC 0.0 RIVER FOODS, INC. 1.0 RJS ENTERPRISES OF WAUPACA, INC. 0.0 SADDLE PEAK LLC 1.0 S & L FOODS, INC. 0.0 STEELTOWN RESTAURANTS, INC. 1.0 SCHULTZ ENTERPRISES 0.0 SUMMIT FOODS II, INC 1.0 SMITH FOODS MANAGEMENT-JESUP, LLC 0.0 WEST PARTNERS, INC. 1.0 SPORTSERVICE CORP. 0.0 WESTAR FOODS, INC. 1.1 SUN VENTURES, INC. 0.0 DIAMOND HOSPITALITY ENTERPRISES, LLC 1.2 TAP ENTERPRISES 0.0 THE PANTRY 1.2 W.T.E. ENTEPRISES 0.0 SHAY, MICHAEL 1.2 WHITLEY CO. RESTAURANTS, INC. 0.0 SCOGGINS, JULIA J. & JOHNSON, MARK 1.2 THE HASTINGS COMPANY 0.3 PHASE THREE STAR LLC 1.3 A&J ENTERPRISES, INC. 0.3 BRYANNA ENTERPRISES, LLC 1.3 RBF, INC. 0.3 DIAMOND MANAGEMENT, LLC 1.3 UNITED FUELS, LLC 0.3 SANDY'S ASSOCIATES, INC. 1.3 HIA, INC. 0.4 BODDIE-NOELL ENTERPRISES, INC. 1.4 BAY FOODS, INC. 0.5 HR GROUP MO, LLC 1.4 CAROLINA CONVENIENCE CORPORATION 0.5 MOUNTAIN STAR, LLC 1.4 GERGES S. GERGES & AIHAB GERGES 0.5 SAULAT ENTERPRISES, INC. 1.4 MICHAEL RAY ENTERPRISES, INC. 0.5 HR GROUP GA, LLC 1.5 SONI, DHIMANT & GITA 0.5 CAROLINA FOOD SYSTEMS, INC. 1.5 TALL CORN CORPORATION 0.5 FIGLEWICZ ENTERPRISES, INC. 1.5 WADE-CARY ENTERPRISES, INC. 0.5 GBL ENTERPRISES, INC. 1.5 FRANCIECO., LP (HFS) 0.6 JOHN L. HASKINS/DBA SUNBURST RESTAUR 1.5 DRAIN ENTERPRISES, INC. 0.7 MIDWEST FIRST STAR INC. 1.5 JORDAN OIL COMPANY, INC. 0.7 BREWER FOODS, INC. 1.6 ROBERT L. WIGGINS, JR. 0.7 PARADIGM INVESTMENT GROUP, LLC 1.7 STANEK, INC 0.7 SOUTHERN STAR MANAGEMENT GROUP, IN 1.8 SUMMIT FOODS, INC. 0.7 ARW, LLC 2.0 OTAC NO. 4, INC. 0.7 EAGLE-SMITH 2.0 C & C FOOD SYSTEMS, INC. 0.7 EHRHARDT, SPIKE 2.0 HERITAGE ASSETS, LLC 0.7 FDL ENTERPRISES, LLP 2.0 RIVER VALLEY RESTAURANTS, LLC 0.8 MORNING STAR, LLC 2.0 RESTAURANT MANAGEMENT CORPORATION 0.8 OTAC NO. 3, INC. 2.0 DIAMOND IN THE ROUGH RESTAURANTS, LLC 0.8 SMITH FOODS, LLC 2.0 HR GROUP WY, LLC 0.8 STEELTOWN INVESTMENTS, LLC 2.0 HUEING, INC. 0.9 HNI, LLC 2.5 MCGINNIS, JOHN T. 0.9 LEROY, THOMAS LEMAR & BARBARA 2.5 PONDER ENTERPRISES 0.9 FRONTIER STAR, LLC 2.6 TRISTAR VENTURES, LLC 0.9 HAR-BROWN FOODS, INC. 4.0 NORTHLAND RESTAURANT GROUP, LLC 1.0 LYNCH ENTERPRISES, INC. 5.0 HAR-KATO FOODS, INC. 14.0 Page 4 of 5
This is a breakdown of all complaint contact by reason codes: Products, Services, Facilites PRODUCTS - TOP CATEGORIES Burger Incorrectly Prepared 166 Incorrect Product 75 Unsatisfactory Product 61 TOTAL 546 Breakfast Incorrectly Prepared 72 Unsatisfactory Product 68 Missing 60 TOTAL 530 Side Cold 80 Missing 55 Unsatisfactory Product 41 TOTAL 314 Beverage Not Available 37 Unsatisfactory Product 23 Incorrect Product 19 TOTAL 189 Sandwich Unsatisfactory Product 22 Incorrectly Prepared 19 Not Enough/Small 14 TOTAL 125 SERVICES - TOP CATEGORIES Slow 697 Unsatisfactory Service 442 Rude/Unfriendly 339 CREW PERSON Unprofessional Behavior 148 Inattentive/Unavailable 73 Unsanitary 69 TOTAL 1,957 Unprofessional Behavior 153 MANAGER Unsatisfactory Service 150 Rude/Unfriendly 146 TOTAL 643 FACILITIES - TOP CATEGORIES Facilities/Atmosphere TOTAL 121 Facilities/Dining Room TOTAL 80 Facilities/Tablewares/Packa ging TOTAL 77 Facilities/Restroom TOTAL 67 Page 5 of 5