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Papa John's had the highest customer satisfaction scores among limited-service restaurants, according to the 2012 American Customer Satisfaction Index (ACSI) released today.
Papa John's achieved the highest score ever by an individual brand in the Limited Service Restaurant category, and it is the 11th time in the past 13 years that the Louisville-Ky.-based chain has posted the highest score among national pizza businesses.
"A lot of people want to own quality, but it takes time and costs money to own quality," said John Schnatter, Papa John's founder, chairman and CEO. "For more than 27 years, 'Better Ingredients, Better Pizza' has been the foundation of everything we strive for as a company. It's this long-term commitment to quality and providing our loyal customers with excellent service and superior quality pizza that has driven our success. And we will continue applying these core principles throughout every facet of our business."
In addition to the top overall ACSI rating for limited-service restaurants, Papa John's score of 83 tied the highest rating in the Full Service Restaurant category. Papa John's also earned the highest score regarding product quality, service quality and customer loyalty in the individual ACSI ratings for pizza businesses.
"We know our customers' expectations are very high and our team members work hard to deliver on those expectations – including investing in technology and providing pizza lovers with benefits not found with our competitors," Schnatter said. "We take great pride in the ACSI ranking, and it is a real testament to our franchise and corporate restaurant operators and team members, and their focus on delivering a superior-quality product with excellent service."
The ACSI uses data from interviews with approximately 70,000 customers annually as inputs to an econometric model for measuring customer satisfaction with more than 225 companies in 47 industries and 10 economic sectors, as well as more than 100 services, programs, and websites of federal government agencies.
The ACSI ranking comes shortly after the 2012 Harris Poll EquiTrend Study named Papa John's as its 2012 Pizza Brand of the Year.
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