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    Pizza HUt Survey

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    Zohaib Rehman
    This document summarizes a customer satisfaction survey conducted for Pizza Hut restaurants. It discusses Pizza Hut's focus on customer satisfaction through quality food, service, and cleanliness. The methodology section describes how the survey was conducted through direct interviews and observations at Pizza Hut locations, using random sampling of employees and customers. The discussion section analyzes survey responses around customer satisfaction with arrival treatment, interior, food service speed, food quality and variety, pricing, and security. Marketing strategies are also summarized, focusing on Pizza Hut's goals of customer satisfaction and emphasis on cleanliness, hospitality, and speed of service.

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    Pizza HUt Survey

    Uploaded by

    Zohaib Rehman
    2K views16 pages
    This document summarizes a customer satisfaction survey conducted for Pizza Hut restaurants. It discusses Pizza Hut's focus on customer satisfaction through quality food, service, and cleanliness. The methodology section describes how the survey was conducted through direct interviews and observations at Pizza Hut locations, using random sampling of employees and customers. The discussion section analyzes survey responses around customer satisfaction with arrival treatment, interior, food service speed, food quality and variety, pricing, and security. Marketing strategies are also summarized, focusing on Pizza Hut's goals of customer satisfaction and emphasis on cleanliness, hospitality, and speed of service.

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    This document summarizes a customer satisfaction survey conducted for Pizza Hut restaurants. It discusses Pizza Hut's focus on customer satisfaction through quality food, service, and cleanliness. The methodology section describes how the survey was conducted through direct interviews and observations at Pizza Hut locations, using random sampling of employees and customers. The discussion section analyzes survey responses around customer satisfaction with arrival treatment, interior, food service speed, food quality and variety, pricing, and security. Marketing strategies are also summarized, focusing on Pizza Hut's goals of customer satisfaction and emphasis on cleanliness, hospitality, and speed of service.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    2K views16 pages

    Pizza HUt Survey

    Uploaded by

    Zohaib Rehman
    This document summarizes a customer satisfaction survey conducted for Pizza Hut restaurants. It discusses Pizza Hut's focus on customer satisfaction through quality food, service, and cleanliness. The methodology section describes how the survey was conducted through direct interviews and observations at Pizza Hut locations, using random sampling of employees and customers. The discussion section analyzes survey responses around customer satisfaction with arrival treatment, interior, food service speed, food quality and variety, pricing, and security. Marketing strategies are also summarized, focusing on Pizza Hut's goals of customer satisfaction and emphasis on cleanliness, hospitality, and speed of service.

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    At a glance
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    The key takeaways are about different strategies for customer satisfaction like quality, service, price, market share etc.

    Two methods were used - direct interview with owners/employees and indirect observation of facilities. Details like number of employees, seats, food quality, daily turnover were collected.

    A random sampling method was used to select a representative sample. Five employees and five customers were randomly selected as samples.

    INTRODUCTION TO BUSINESS

    • Topic:

    Customer satisfaction survey

    Group Members:
    •Kashif
    •Faizan Hussain
    •Moazam
    •Zubair
    INTRODUCTION
    Customer Satisfaction By Philip Kotler

    The following is a highlighted summary of the book, Kotler on Marketing.

    1. Win Through Higher Quality


    2. Win Through Better Service
    3. Win Through Lower Prices
    4. Win Through High Market Share
    5. Win Through Adaptation and Customization
    6. Win Through Continuous Product Improvement
    7. Win Through Product Innovation
    8. Win Through Entering High-Growth Markets
    9. Win Through Exceeding Customer Expectations
    METHODOLOGY

    A set of principles or rules from which specific


    methods or procedures may be derived to
    understand different situations or solve different
    problems within the scope of a particular discipline.

    In this chapter, method of conducting of the


    restaurant activity survey, method of sampling &
    data collection.
    METHODOLOGY
    1. METHODS OF CONDUCTING OF THE RESTAURANT ACTIVITY SURVEY”

    Two methods were used for conducting the survey:


     
    • Direct
    interview with owner or employed persons in
    restaurant facilities;
     
    • Indirect
    observation restaurant
    restaurant facilities.
    number of employees
    number of seats
    food taste
    daily turnover
    METHODOLOGY

    2. Sampling & Data Collection Method

    In this survey activity random sampling


    method has been used for the selection
    of the sample representing the
    population, for this purpose, five
    employees & five customers of the under
    survey activity have randomly been
    selected
    METHODOLOGY

    Data Collection Method.

    In this research, the data collection tool was


    questionnaire. Because questionnaire is one
    of the most practical and easiest tools for
    collecting data out of the population.

    Sample of Questionnaires
    Research questions Answer of the questionnaire

    1st question 1-2-3-4

    2nd question 1-2-3-4

    3rd question 1-2-3-4

    4th question 1-2-3-4

    5th question 1-2-3-4


    DISCUSSION

    Q1. Are you satisfied with the welcome treatment at the time of arrival?
     
    1. Excellent 2. Very good 3. Good 4. Bad
      5% 50% 25% 20%
     
    Q2. Where do you rank the interior of restaurant?

    1. Highly attractive 2. Attractive 3.Not attractive


    10% 70% 20% 
     
    Q3. Are you impressed with their speedy food service?

    Very quick 2. Quick 3. Average 4.Slow


    10% 25% 60% 5%
    DISCUSSION
    Q4. What about the quality and variety of foods they served?
     
    1. Excellent 2. Very good 3. Good 4. Bad 5
      15% 20% 60% 5%
     
    Q5. How adequate do you find the price of foods?

    1. Low price 2. Average price 3. Expensive 4. Very expensive


      10% 35% 35% 20%

    Q6. Where do you rank the security provided to you in the restaurant?
     
    1. Bad 2. Good 3. Very Good 4.Excellent
    20%   30% 30% 20%
    Marketing Strategy

    •Pizza Hut’s Says: We want to satisfy our customer by offering them “The Best”.

    •Be C.H.A.M.P.S
    (Cleanliness, Hospitality, Accuracy, Maintenance, Product quality and Speed)

    •You will Find 3F’s at Pizza Hut


    (Fun, Friendly and Familiarity)
    MARKET SHARE

    Others 32 %
    PIZZA HUT 48%
    PIZZA HUT 48%
    DOMINO'S 20 %

    OTHERS 32 %

    DOMINO'S 20
    ACCORDING TO 4P`s

    •PRODUCT

    Variety: Large Variety of Taste


    e.g. Cheesy Bites, Stuffed Crust,
    Hand-Tossed, Thin 'N Crispy,
    Bigfoot etc…

    Quality: A large number of Market share


    is with Pizza Hut Only Because of
    their High Quality Pizza
    ACCORDING TO 4P`s

    • PRICE

    • Low price for meal and expensive for just one

    • Coupons Worldwide and Gift Card in Developed Countries

    • Charging Method in Pakistan Price 16% Tax e.g. For a Pizza of 999 you will Pay Rs. 1149
    ACCORDING TO 4P`s

    • PROMOTION

    • Spends approximately Rs 1M-1.2M on


    advertising annually using a Media mix

    • Advertising through
    Bill Boards
    TV Ads
    News Papers

    • Personal Selling
    • Visit to School & Colleges
    ACCOURDING TO 4P`s

    • Place
    • Take Away Shop
    ••
    • Free Home Delivery

    •Branches At Most Of The Best Places Of Karachi

    (Nazimabad , North Nazimabad , Tariq Road, Airport , Clifton e.t.c)


    Conclusion

    For reaching the above aim ,the branch


    managers shall set the proper standards and to
    support them with the enough resources and
    facilities (worthy and trained staff, proper
    system and to minimize the communication
    obstacles in cooperation with the staffs to
    establish an organizational culture ) so that all
    would comply with the service quality rules
    and standards
    Thank you
    All

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