Domino’s Pizza, the second-largest pizza chain in the United States, was founded in the United States in 1960 và operates more than 14.000 stores in over 80 countries. It is known as the No. 1 pizza brand on delivery. The greatest mô tả of sales is made of customers using Domino’s Pizza’s delivery service. The expert for pizza making & pizza delivery opened its first store in Vietnam, in the country’s largest city Ho đưa ra Minh City, on 19 November 2010. By December 2018, the number of stores in Hanoi & Ho bỏ ra Minh đô thị had grown lớn 36.

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Challenge of paper-based surveys

In the past, Domino’s Pizza Vietnam relied on paper surveys at its stores to lớn gather information on customer satisfaction. For this, paper questionnaires were placed on the tables of the stores. Despite the offer of attractive incentives in return for completing the survey, feedback collection didn’t occur regularly & the feedback response was low. Thus, Domino’s Pizza Vietnam sought a solution that would allow us khổng lồ collect a higher number of feedback, both via online and offline channels. A further requirement for the solution was lớn provide analyses và reports based on the customers’ feedback lớn evaluate the performance of all stores và NPS trend developments over time.


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On-site, the guests of Domino’s Pizza can give their feedback via Tablet.


In addition to lớn the multi-channel feedback system, twitawardsrd.com has provided the Pizza expert with a web-based reporting system in the form of a Real-Time Performance Management Platform. All customer feedback data is centrally collected and analyzed in a customized cockpit in Real-Time. The results from the feedbacks are used as KPIs lớn evaluate the performance of individual stores, service unique and staff. Management of Domino’s Pizza can assess customer satisfaction with products, services, & staff at a glance. Besides that, management can see the overall Net Promoter Score và benchmark all stores with each other. Furthermore, the real-time performance management cockpit contains an integrated ticket system for efficient handling of customer complaints. Management also receives all feedback results in weekly & monthly summary reports per e-mail as Excel and pdf files.

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At the store level, store managers and supervisors can easily log into the account based on their access rights & monitor the satisfaction of their customers in real-time. The integrated ticket system helps store managers lớn discover & handle occurring problems & respond to lớn customers as soon as they receive a critical feedback.


Key Facts

World market leader in pizza home deliveryOver 14.000 stores worldwideUse of technical innovations such as Live Pizza Tracker and DRU drones

Challenges

Increase of customer feedbackFeedback options offline and onlineProvision of comprehensive analytics & reports

twitawardsrd.com Solution

Multi-Channel Satisfaction SurveysReal-time reporting available at any timeHospitality Cockpit with integrated ticket system

The continuous satisfaction of our customers is our core principle at Domino’s Pizza. The enterprise feedback management solution by twitawardsrd.com allows for customers to lớn easily give their feedback based on their preferred way of communication. Management has transparency on service quality and customer satisfaction at the push of a button from everywhere & at all times.

Dang Lan Anh | sale Executive at kinh doanh Department | Domino’s Pizza Vietnam


The continuous satisfaction of our customers is our vi xử lý core principle at Domino’s Pizza. The enterprise feedback management solution by twitawardsrd.com allows for customers to lớn easily give their feedback based on their preferred way of communication. Management has transparency on service unique and customer satisfaction at the push of a button from everywhere và at all times.

Dang Lan Anh | kinh doanh Executive at kinh doanh Department | Domino’s Pizza Vietnam

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