As part of a new ‘We Care’ campaign, Domino’s has embarked on extensive market research to identify the top frustrations from its customers. Unevenly-distributed pepperoni, forgotten garlic bread and pizza slices cut in uneven sizes came out tops.
General manager NZ Scott Bush was sympathetic to his customers’ #firstworldproblems.
“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.”
Following intensive market research, Domino’s closed each of New Zealand’s 110 stores for an hour over the weekend to address the most common customer complaints in a training session for team members.
Bush says he wants every product in every meal to meet customers’ expectations.
“‘Slow where it matters, fast where it counts,’ has long been the mantra of Domino’s, and we recognise that over time errors have been made and attention to detail has wavered,” Bush says.
“It is not acceptable that our customers receive a less-than-perfect pizza, that items from the order are wrong or missing, or pizza slices are unevenly cut or topped.
“100 percent 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.”