12th May 2017
Domino’s Pizza New Zealand closed all 110 of its stores across the country for one hour to address the most common customer service complaints.
Uneven slices, missing orders and poorly distributed toppings were among the concerns addressed by the chain
General manager NZ, Scott Bush, said that while they recognised the value and speed that Domino’s offer, customers expected each product ordered to meet expectations.
"We have run a number of focus groups and our customers tell us they love our products, but when we make a mistake, they want it fixed as quickly as possible and we will," Bush says.
"We know it can be frustrating if we forget a garlic bread, or the pepperoni on a meatlovers pizza is not evenly spread, because while we sell millions of pizzas each year, our customers tell us every pizza, and every slice, needs to be perfect."
The company has also hired a customer care team who will monitor poor feedback and work to resolve any issues as quickly as possible.
"100% customer satisfaction is our goal for every order, and our latest campaign tells our customers we’ve listened and that we’re going to do better,” adds Bush.
In the latest UK Customer Satisfaction Index: Leisure Sector Report from The Institute of Customer Service, Domino’s UK saw its customer satisfaction score rise from 77.8 in January 2016 to 79.9 in January 2017. The average score for all organisations in the UK is 77.8.