Customer Satisfaction Study

on
Dominos/Slice of Italy/Pizza hut
 Analysis
Issue 1 : Preferred outlet

PIZZA OUTLET NO. OF CONSUMERS

DOMINOS 8

PIZZA HUT 7

SLICE OF ITALY 0

Total 15
 CONCLUSION

Dominos is more preferred because of its quick home

delivery. Better taste in comparison with others,
more variety and range, value for money, pizzas are
less oily, they have thin crust pizzas, good
offers/schemes and tastes good.

Consumers: Spilling the beans

“ dominos because its not as oily as pizza hut and ingredients are
more fresh” (student)

“I like the taste and its near my house” (house wife)

Issue 2 : Preferred way to have Pizza

Consumption style No. of consumers

DINING 5

HOME DELIVERY 9

TAKE AWAY 1

Total 15
 CONCLUSION

People like to have in a more comfortable

environment, its convenient and quick.

Consumers: Spilling the beans

“to have it while watching movies or doing any

other work at home” (young working
professional)

“fast and good for small parties” (student)

“like to have in the comfort of home” (house wife)

Issue 3 : Experience in terms of Dining (preferred qualities)

Qualities Pizza Outlet(preferred)

TASTE Dominos

SERVICE Pizza Hut

PERFORMANCE OF STAFF Pizza Hut

QUALITY Dominos

VALUE FOR MONEY

AMBIENCE Pizza Hut

 CONCLUSION
Consumers preferred the dining experience more of ‘Pizza Hut’ than
‘Dominos’ and no consumer selected ‘Slice of Italy’.
Consumers: Spilling the beans
• Taste: “dominos pizza base is soft and not too cheesy and use good
ingredients” (house wife)

• Service: “pizza hut is on time and dominos is some what satisfactory”

(mid working professional)

• Performance of staff: “pizza hut has more polite attitude and co operative
staff” (young working professional)

• Quality: “authentic pizzas - dominos” (young working professional)

• Value for money: “paying Rs 500 isn’t worth it for dominos” (student)
“Pizza Hut is overprized” (student)

• Ambience: “pizza hut has a friendly atmosphere with cheerful

combinations of colors” (mid working professional)
Issue 4 : Experience in terms of Delivery (preferred qualities)

Qualities Pizza Outlet(preferred)

DELIVERY TIME Dominos

CUSTOMER SERVICE Dominos

QUALITY Pizza Hut & Dominos both

 CONCLUSION

Dominos: great delivery experience

(on time, freshness, taste and quality).
Pizza hut: cooperative staff.

Consumers: Spilling the beans

• Delivery time: “dominos - ontime 30 mins” (young working professional)

• Customer service: “dominos and pizza hut both are satisfactory” (student)

• Quality: “dominos and pizza hut are equally good” (mid working professional)
Issue 5: Method for placing an order for delivery

Delivery Method No. of Consumers

DIRECT CALL 12

TOLL FREE 2

ONLINE 0

OTHERS 0

Total 14
 CONCLUSION

The most common method of delivery came out to be

‘Direct call’ since it is fast and easy.
Out of 15 consumers, one consumer doesn’t use delivery
mode to have it’s pizza.

Consumers: Spilling the beans

“convenient & tension free” (mid working professional)

“coz I don’t have to go through million of peoples” (student)

Issue 6: Preferred side orders

PIZZA OUTLET NO. OF CONSUMERS

DOMINOS 8

PIZZA HUT 7

SLICE OF ITALY 0

Total 15
 CONCLUSION

Dominos: Good taste, more variety and

experience is nice.

Consumers: Spilling the beans

“coz dominos experience has been good” (mid working professional)

“dominos, specially for garlic bread” (student)

“Pizza hut garlic bread is sometimes hard” (student)

 Issue 7: Basis of deciding your outlet
CONCLUSION
Price, quality, distance, taste, service, time, mood,
experience, money and ambience.

Consumers: Spilling the beans

“taste, quality, ambience, space and good service”
(mid working professional)

“I decide on the basis of my mood & then I see the availability”

(house wife)

“amount of money I have in my pocket”

(young working professional)