IMHO one of the reasons I prefer an independently owned and operated shop to a chain operation is that chain operations can survive off the chain’s name whether they’re good or bad. The franchisee need only meet the minimum standards of the chain.
An independently owned and operated shop has much more incentive to ensure that they so the work properly and to care about the customers…or they’ll end up out of business. Their own name is on the door.
That difference makes me feel that I stand a better chance of getting good work from someone who cares in an independently owned and operated shop. That does not mean that there aren’t well-run franchises that care, nor does it mean that there aren’t crooked independents. I’m just trying to hedge my bets.