Genieva Taylor May 5, 2011Customer Feedback PlanDr. Dans Speedy
PizzaOur ProductDr. Dans Speedy Pizza is dedicated to serving our
customers the best pizza at the best price as fast as we possibly
can.With 10 different toppings and hundreds of topping
combinations, no other pizza company can compare to our product. We
know we have the best product. Now its time to improve our customer
experience.
Our CustomersRight now, Dr. Dans serves the area around the
University of South Alabama.We would like to expand business to
cover the Overlook area as well.
How May I Help You?We need our customers to give us feedback on
the following services:Ordering experienceSpeed of
deliveryTemperature of received productThese will address the
individual level of employee performance.
The ProblemCurrently, Dr. Dans has a performance gap of a 15
degrees cooler/15 minutes late pizza.We think our customers may
give us some insight in fixing this problem.Dr. Dans will employ
the following methods of customer feedback:Market
researchHotlinesEmployee-visit teamsMarket ResearchThe top 5 repeat
customers will be contacted for participation in a focus group.
Free dinner will be provided.We at Dr. Dans feel that these top 5
people keep coming back for a reason.We will be able to glean
beneficial information for our company (i.e., what they like,
problems theyve had, etc.).
HotlinesA new hotline number will be printed on customer
receipts.Customers will be encouraged to call and rate their
experience in terms of product and service. They will vote on a
scale of 1-5 on both questions.A random person will be awarded a
free pizza each week. Because of the anonymity of this process,
this is a viable method of customer feedback.
Face-to-Face Fact FindingThe manager of Dr. Dans will talk to
those customers that come in the store to pick up pizza.The manager
will determine what the customer likes about the program and what
the customer would like to see changed.
Summing UpWe are confident that through our customer feedback
methods, we will be able to improve our performance.Goal: improve
temperature by 5 degrees and delivery speed by 5 minutes.
