Papa John's UK launches initiative to capture guest feedback

April 29, 2014

Papa John's UK has partnered with a customer engagement technology provider, Rant & Rave, to improve its customer experience. The program rolled out across the UK system this week and invites customers to share feedback at the point of delivery via text message.

Recipients will be able to score their overall experience and provide more details. According to a news release, all Papa John's pizza boxes will also include a call to action, inviting customers to share their thoughts via QR code, or by texting Papa to 66099.

Customers who visit the Papa John's website will also be able to share their thoughts online via a newly deployed feedback widget, allowing the brand to capture feedback even from customers who choose not to buy.

After a successful trial period where eight stores across London and the South East used the Rant & Rave service, Papa John's is now implementing the technology in all of its 248 stores.

All feedback is analyzed in real-time using Rant & Rave's technology and results are presented back to individual franchisees and Papa John's head office, the release said. This gives managers the chance to respond to any negative comments and acknowledge staff for positive messages.

"We're thrilled that the vast majority of our feedback has been 'Raves' — which helps us understand what our customers love about us. Of course we're also learning where we get things wrong too. A peak in comments about delayed deliveries is a good indicator of where we may need to address staffing levels, just in the same way an increase in negative comments following a change to our menu could lead us to rethink our decision," said Andrew Gallagher, senior director of Marketing at Papa John's UK. "Only by finding out where we're going right and wrong can we develop as a company."

Topics: Customer Service / Experience, Marketing / Branding / Promotion, Online / Mobile / Social, Papa John's

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