Business Daily Media

Men's Weekly

.

Domino's promises new focus to address customer concerns

  • Written by Bridget Dixon



Domino’s has today revealed the top frustrations for its customers including missing garlic breads, uneven pizza slices and poorly distributed pepperoni – after completing extensive market research. The Company is promising to do better in its new ‘We Care’ campaign.

 

The new campaign focusses on real store owners and real customers and highlights the Company’s commitment to its customers and 100% satisfaction guarantee.

 

Each of the 600 stores in the country closed for one hour this weekend for a training session for team members, designed to address the most common customer complaints, ahead of the new campaign which launches today.

 

Nick Knight, Domino’s CEO for Australia and New Zealand, said the campaign and training session recognised customers valued Domino’s products and speed, but wanted every product in every meal to meet their 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,” Mr Knight said.

 

The campaign, featuring Multi-Unit Franchisees Leroy Day and Kym Wood, tells Domino’s customers the company will ensure its products and delivery service, with a money back or replacement guarantee.

 

Following intensive market research, Domino’s has gone back to basics, re-training staff in its network of stores throughout Australia, to focus on the fundamentals of great pizza making and great service. 

 

“‘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,” Mr Knight said.

 

“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% 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.”


Minns Labor Government shutting down the Business Connect program

The NSW Opposition is concerned that the Labor government will shut down a support program that has assisted New South Wales businesses. In a media ...

Samsara Eco appoints Dr. Lars Kissau as General Manager for Asia

Australian biotech innovator Samsara Eco has announced the appointment of Dr Lars Kissau as its first General Manager of Asia. Based in Singapore...

From the first bounce to the final siren - small business lessons from the AFL Grand Final

The AFL Grand Final is one of the most anticipated days on the sporting calendar. This Saturday, the Geelong Cats and Brisbane Lions will battle i...

Australia’s top finance leaders recognised as CFO role expands

Amid surging regulatory demands and rapidly evolving industry, Australia’s most influential Chief Financial Officers will be honoured at the inaug...

Why outdated security leaves small businesses exposed to crime

Small and medium businesses in Australia are under increasing pressure to address security gaps that criminals readily exploit. An unlocked door, an...

Why it’s time telcos rethink location and put customer experience first

Maurice Zicman, Vice President - CX Strategy at TP in Australia unpacks why the telco industry must rethink old assumptions and focus on digital-f...