The American Customer Satisfaction Index (ACSI) released its 2018 report and Pizza Hut® earned a top spot* amongst national pizza chains according to the report. With a score of 80, Pizza Hut recorded the highest percentage increase amongst all restaurant companies, in the process, gaining a top score in the pizza industry.
“We are extremely proud to be ranked No. 1 in customer satisfaction, as it is a testament to the commitment that our 120,000 team members show to our customers every day,” said Nicolas Burquier, Chief Customer & Operations Officer, Pizza Hut. “We re-trained all of our employees in the fall, and also introduced an oven-hot delivery system that keeps our pizzas hotter while adding thousands of drivers to enable our speed of service to be faster. It’s great to know that customers are noticing and we are constantly engaging with our teams to make sure their satisfaction only continues.”
Over the last year, Pizza Hut has rolled out significant changes to its marketing and operations, including a new loyalty program, Hut Rewards, and improved technology and equipment. Pizza Hut spent more than two years looking at the entire delivery ecosystem, from the box, to the pouch, to delivery dispatch at the restaurant.
The delivery system features an all-new delivery pouch with 3M™ Thinsulate™ Insulation thermal technology and a re-engineered pizza box with crisp sheet inserts, which combined dramatically improves the overall heat curve.
Pizza Hut also is in the process of redesigning several of its 6,300 dine-in and delivery/carryout locations in an effort better service customers and efficiency back of house.
The ACSI is a national economic indicator of customer evaluations of the quality of products and services available to household consumers in the United States. The ACSI uses data from interviews with roughly 70,000 customers annually as inputs to an econometric model for analyzing customer satisfaction with more than 230 companies in 43 industries and 10 economic sectors, as well as over 100 services, programs, and websites of federal government agencies. The full report is available at www.theACSI.org.
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*Tied with one other chain
SOURCE Pizza Hut