When a Fast Food Company has QUALITY Above ALL
One of the world’s largest pizza companies has quality on everything they do. For 14 out of last 16 years, consumers have rated this company in customer satisfaction among all National pizza chains in the North American Customer Satisfaction Index.
As of December 2015, this pizza company has almost 5,000 stores in North America and 39 International Countries and Territories.
- 100,000 team members at franchise stores
- Over 20,000 team members at its headquarters
- They generated approximately $3.5 billion US, in Global system-wide sales.
“The Best Pizza Ingredients Around” and Quality Assurance
They offer a “Quality Guarantee” approach for their customers. That means they guarantee that their customers will love their products, but if they don’t, then customers can provide some feedback about what they can do better and they might get another one absolutely free. It’s that simple.
Behind this world-wide brand, The Global Operations Support and Training department is responsible for creating tools and materials for the operational training and development of both corporate and franchise team members. They – and WE – believe training is very important to delivering consistent operational execution. Operations personnel complete their management training program and ongoing development program, including multi-unit training, in which instruction is given on all aspects of their systems and operations.
Where we partner with them
After a sales slump in 1999, this pizza chain straightened out the firm with what are called mystery shoppers — who would anonymously taste-test their product at every store. In 2007 we partnered with them by creating a global custom tailored restaurant measurement solution, directed mainly toward their customers overall experience. By 2012; Frontline Focus Global Solutions Inc. was named one of their Global Vendors; working hand-in-hand with their Global Operations Support and Training Department.
Through the use of On-Site Mystery Shoppers, our client continues to gain invaluable insight into how their customers feel about their product and their overall level of satisfaction with the customer service they received from their representatives – understanding how likely they are to do business with returning customers in the future.
We are able to continue providing with the support they need in order to measure their customers experience around the Globe. In 32 Countries we have been measuring the brand and their various visit types successfully according to any and all business mix frequencies, including ‘digital channels’ – which has now become more than half their business.
About the service we provided to this client:
The tailored Mystery Shopping Program is a comprehensive restaurant measurement program for the brands restaurants around the world. The measurement program focuses on the quality of the pizza and the customer service experience. We have been evaluating their level of service and assisting in uniquely identifying opportunities, for future growth and boosted quality by measuring a cross-sample of their product.
What’s next for them
The pizza chain opens 200 to 250 new locations every year and most of the expansion will continue to focus on international expansion. Countries such as Brazil, France, Germany, Australia, and South Africa provide huge opportunities for growth, according to the company.
What is Mystery Shopping?
Mystery Shopping or Mystery Consumer program is a tool used externally by market research companies, watchdog organizations or can be done internally by companies themselves to accurately measure the quality of service or compliance to regulation. It allows you to gather specific information about products and services specific to brand expectation. The mystery consumer’s specific identity is generally not known by the establishment being evaluated. Mystery shoppers perform specific tasks such as purchasing a product, asking questions, registering complaints or behaving in a certain manner, in order to accurately provide detailed report or feedback about their experiences within any given location.
Sources:
- www.Businnessinsider.com
- www.entrepreneur.com
- www.investors.com
To hear more about the power of telephone interviews,contact us today for a FREE consultation.
Frontline Focus Global Solutions Inc. www.ffglobalsolutions.com