| Papa John's retakes big lead in customer-satisfaction poll |
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Texican
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| Papa John's retakes big lead in customer-satisfaction poll |
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Pizza maker tops index 6 years in row
By David Goetz
dgoetz@courier-journal.com
The Courier-Journal
When it comes to making fast-food customers happy, Papa John's is the daddy of them all, an independent industry survey said.
Papa John's has topped a national survey of quick-eats chains for the sixth straight year -- and expanded its lead over Domino's and Pizza Hut.
Those two pizza giants had closed in on Papa John's in results of the American Customer Satisfaction Index, which measures consumer reactions to product quality, service, price and other factors.
The narrowing gap threatened Papa John's marketing position as a quality alternative to the bigger chains' heavily advertised brands.
But the latest survey appears to strengthen Papa John's "better ingredients, better pizza" claim -- and founder and Chairman John Schnatter's stance that it was more important to improve pizzas and service the last few years than to step up marketing.
"I just admire the (Papa John's) system's integrity and the leadership's integrity in making the best effort backing up the word 'better,' " Schnatter said yesterday. "We could have taken a lot of shortcuts … and we simply didn't do that."
While Papa John's has topped the pizza category ever since it was included in the survey six years ago, its lead over Domino's and Pizza Hut had slipped to a single percentage point.
Lagging sales seemed to show Papa John's was losing its reputation for looking and tasting better than its rivals.
Franchisees had become restless over shrinking profits. They wanted new products and more advertising and were reluctant to build restaurants. System growth sputtered and stopped.
Schnatter ultimately gave in on the product issue, introducing chicken strips and wings and, later, a series of specialty pizzas that helped boost sales. But he also insisted that both company and franchise restaurants had to spend more money on ingredients and employee salaries to improve pizzas and service.
"You can imagine being in front of 1,200 franchisees and saying, 'Listen, I'm going to increase your food costs 1½ percent, I want you to spend another 1½ percent on labor, and we're going to fix this business fundamentally from the bottom up,' " Schnatter said. "That was not a very popular speech in '02."
Papa John's gained two points over the last survey to score 78 out of a possible 100 points, equaling its best-ever score. Combined with five months of positive same-store sales, the results suggest Papa John's is regaining customers like Tamra Avis of Bardstown.
"I love Papa John's," Avis said, but her family had given up on it for a while. "It's better now, but about two or three years ago, there was a little dent in it where it didn't taste as good; we went to Domino's, but we're back now."
The problem with promising a better pizza is customers are harder to win back when you don't come through, Schnatter said.
"The consumer puts us in the penalty box longer."
The penalty box could be where Domino's and Pizza Hut are headed. Despite strong sales in the last year, the two big rivals lost four points each in the survey to tie at 71, an indication their support from consumers might be eroding.
Customer satisfaction doesn't reflect past sales figures, said Claes Fornell, director of the National Quality Research Center at the University of Michigan, which helps produce the index. "What it does, though, is pose either a promise or a threat about future sales." The index is to be released today.
Domino's takes the survey very seriously, said spokesman Tim McIntyre.
"We've used the (satisfaction index) as a benchmark for the last five or six years" and consider it predictive of sales trends, McIntyre said. "It's probably a good indication we should look at how we're treating our customers."
Pizza Hut President Peter Hearl said in a statement, "Our No. 1 goal is to achieve 100 percent customer satisfaction in every restaurant" and "we're not going to stop until we achieve our goal of being the best."
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Tue May 17, 2005 4:10 pm |
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MattL
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That survey is bogus. Papa Johns has the some of the worst customer service I have experienced, at every level of management. After more than a couple delivery orders that came over an hour late, cold and barely ediable we called the local store and got major attitude and basically hung up on by the store manager. Then when we called corporate they were indifferent but did finally send us coupons for a free pizza. When the order for the free one was just as bad we said never again.
Debt Elimination
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Mon Jul 11, 2005 3:03 pm |
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pearljammer
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yeah, I would agree that Papa John's has crappy service at times... but I freakin LOVE their pizza. They still have nothing on Round Table. (hopefully you have that where you are... it's gooooood)
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Thu Jul 14, 2005 11:48 pm |
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Frequency
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Well I was a Papa John's delivery guy all through college, and I gotta say that I was pretty damn good. 
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Mon Jul 25, 2005 1:43 am |
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Jammy
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| Papa John is great |
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I never really liked Domino's and Pizza hut, I always prefer Papa John to it.
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Fri Sep 17, 2010 7:26 am |
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payment proof
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I guess it depends on the local Papa John's. I've never had an issue with them and I really enjoy their pizza.
See Proof. You can make free money online.
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Mon Feb 14, 2011 4:25 am |
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NolaP
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Maybe I'm alone on this but the quality of pizza chain pizza does not seem to be very consistent no matter where you get it from, along with the service.
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Thu Feb 24, 2011 7:25 pm |
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buziness11
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Location: USA
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yeah papa johns delivery service is very good at all and gotta say dat it wwill be the best in next future.....
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Sat Feb 26, 2011 5:05 am |
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khosta
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I really enjoy Papa John's pizza!! I like Papa John's and then Dominos! And I have never had a problem with customer service!
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Tue Mar 01, 2011 2:04 pm |
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jlueds
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The BEST pizza's are found at your local mom & pop pizza joints! They usually have the best service too. Screw the big corporate companies.
Jim
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Sat Mar 05, 2011 4:50 pm |
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shanecurran
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quote:
Originally posted by pearljammer
yeah, I would agree that Papa John's has crappy service at times... but I freakin LOVE their pizza. They still have nothing on Round Table. (hopefully you have that where you are... it's gooooood)
Round table is by far the best of the chain pizza joints. Expensive but good. The crust at Papa Johns is thick, doughy and disgusting. I son't understand why it is so hard for the other chains to make a tasty crust.
jlueds has the right idea. The mom and pop shops are normally the best.
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Tue Apr 05, 2011 3:38 pm |
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superaaa
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Papa Johns has the some of the worst customer service I have experienced, at every level of management. After more than a couple delivery orders that came over an hour late, cold and barely ediable we called the local store and got major attitude and basically hung up on by the store manager.
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Wed Feb 08, 2012 1:56 am |
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