Kampgrounds of America Inc.

KOA 2020 Quality Assurance Manual

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Welcome to the 2020 Quality Review Hello KOA Franchisees, In 2019, we celebrated another year of continued growth. It was exciting to see the many upgrades made throughout the KOA system, such as KOA Patio Sites®, restrooms, lodging, expansions, and new builds. More importantly, the improvements were noticed by the guests as we achieved the highest Net Promoter Score in KOA's history – a whopping 66! An increase of 3 points over last year. Also, there were a record number of campgrounds receiving the following awards: • 74 Perfect Scores • 306 Founder's • 130 President's • 97%, or 497 campgrounds, exceeding 40% in providing 5-Star satisfaction The KOA Quality Review process is the result of input from campground owners, market studies, industry best practices, and trends. It is a process that evolves to meet the needs of the guests. The Quality Assurance team partners with you to bring ideas, support, and solutions to ensure KOA campgrounds continue to be the leader in the camping industry by exceeding guest expectations. Below are the notable changes to the 2020 Quality Review. • Brand Support: Core Item 7, the President's and Founder's perpetual plaque, qualifies to meet the announcement of the "Independently Owned" status. • KampK9 ® : moved from Premium Amenities and merged with Grounds and Buildings Point Item 8, now worth a total of 15 points. • Restrooms: Core Item 3, restrooms must have ceilings that are finished with no exposed duct-work or pipes. This will be an FYI item for those franchisees not in compliance in 2020 but will count towards Core in 2021. Point Item 8, we have clarified that the sanitary napkin receptacles must be commercial grade with a liner and lid. • Camp Kitchens: now listed as a Core Item under Grounds & Buildings. This year, franchisees will receive an FYI for any item that is not in compliance, with next year counting towards meeting the Core standard. In 2021, the Quality Assurance Manual will include Brand Positioning as a Core Item. It is also a perfect time to re-examine the relevance of all the Core and Point Items. For the past two years, we have been working with the Franchise Advisory Committee (FAC) on developing a more accurate way to score campgrounds and introduce or remove sections. Therefore, in 2021, look for a: • Weighted Average Scoring system instead of Points • Marketing / KOA.com section • Food Service section • Long-Term / Seasonal section Darin and I are committed to working with KOA Leadership, the OA Quality Committee, and the Franchise Advisory Committee towards the final 2021 product. Watch eKamp as we announce further details later in the year. There will also be workshops at the convention in Las Vegas to educate you on the changes. In the meantime, if there are any questions, feel free to reach out – I would love to hear from you. Regards, Stacey Huck Director of Field Services

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