- WHITE PAPERS
A new app allowing customers to rate their feedback in real time on Facebook has been introduced by Domino's Pizza New Zealand.
The company designed the new application to improve the overall service to consumers by allowing customers to rate their end-to-end experience with the brand.
The order ratings will be displayed in real time on the Domino's Facebook page, allowing about 200,000 fans to view the score and customer comments for their local store, recently rated stores and also see the top five rated stores in the country.
The Store Performance Live Ratings Facebook application gives customers the ability to rate their order experience on everything from the online ordering system used, to the presentation of the store, delivery driver, product quality and service they received.
At the end of every order placed via any one of Domino's seven online ordering platforms, customers will be taken through a real time review process. They will then able to rate their experiences on a scale of one to five, with five being the best possible score.
Domino's New Zealand General Manager, Josh Kilimnik, says that the Store Ratings application demonstrates Domino's commitment to transparency, accountability and continual improvement to the overall customer experience.
"We have taken big steps over the past five years in improving the service and operations of our stores, and this is the next step for our stores to perform even better," he said. "For the first time ever, our customers will be able to provide real time feedback by rating their experience with our business."
Any store that receives a rating of less than three out of five rating will receive additional training to improve its standards. Because the app rates delivery times, they will be recorded for each location.
"We believe this app will have a direct positive impact on improved customer service as we will be working closely with stores to improve their product, service and quality by acting on the feedback from customers immediately," Kilimnik said.
Read more about customer service/experience.