Domino’s Pizza Tracker: Now that’s a great idea!
Why on earth would someone living in North Beach order Domino’s pizza? Not that I have anything against Domino’s, but there are so many great Italian places and pizza parlors in NB that it never occurred to me until tonight.
I came home anxious to get on with my long to-do list and as I was trying to decide whether to go out to eat or just skip a meal, (there is rarely food in the house) I found a coupon in my inbox for Domino’s. Given the situation, it was difficult to turn down a 2 for 1, delivered pizza when I was considering not eating at all.
So I ordered up my pizza, hit submit and received a pleasant surprise: An instant email confirmation with a link to their “Pizza Tracker:”
- Domino’s Pizza Tracker
Great idea; lets analyze what they did right, and what they could improve.
Overall I love this idea. It was clear that my order had been received and I saw immediately that Oliver had put my pizzas together within minutes and had them in the oven. I can remember many times ordering pizza by phone or via the web and wondering if the place had even received my order. The times I’ve called to check on where my pizza was is almost equal to the times I’ve called to order pizza. So, high marks for increasing my comfort level and lowering their non-productive call volume.
The progressive visual where each new step starts to glow red as the process progresses is well done, along with the detailed description of the step below: extra points for using the employee’s name.
Unfortunately, they couldn’t provide any information on what store was delivering it. No name, no address, no number. What if I had just had friends show up and needed to change the order? How was I to know where to call? Hopefully this was just a glitch in their system – I’ll check next time.
Next, moving from right to left we have the order details. Very nice. I have no doubt that I at least input the order correctly.
Next, is the “Help Us Get Better” section with a five question survey. The questions are:
1. We want our ordering experience to rock. How was it for you?
2. Our goal is exceptional delivery. How was Choirov as your delivery expert?
3. Oliver prepared your order today. How did everything taste?
4. We aim to please. How likely are you to recommend Domino’s Pizza to your family and friends?
5. Tell us how we did: [in 160 characters or less]
Not bad questions, although it would be interesting to know if the results are factored into the employee reviews. My recommendation here would be two fold.
First, if the answer to number four was three stars or less, question number five should be: “What one thing could we do that would increase the likelihood of you recommending Domino’s?”
Second, if all the score to number three was high, I’d replace question five with one that will generate better feedback: “What one thing could we do that would improve our service to you?” or “What one thing could we have done better to improve your experience?”
There is always something that could be improved in every experience, and asking that question will yield trends that might otherwise go unnoticed.
And finally, there is the scrolling fact bar at the bottom. In my opinion? Lame. A total waste of space. It’s all about how many pizzas they delivered last year, how many stores they have, how fast their best pizza maker can make 5 pizzas. Nothing at all in there that engages me as a consumer. Nothing about the quality or freshness of their product, nothing about the care that goes into choosing the ingredients, nothing about the way they care for and reward their employees: in short, nothing that engages me about what I’m there for – my pizza.
Overall, great job guys! You delivered a good, inexpensive pizza in about a half hour. You only shortchanged me on the pepper and cheese packs, (one of each is just not enough for a large pizza folks) and you even gave me an experience with your tracker that got me to blog about it. Kudos! You’ve done well, keep improving.
The next request of course, is to widgetize the tracker so I don’t have to keep flipping back from my RSS reader to check the status…
If you enjoyed this post, please consider to leave a comment or subscribe to the feed and get future articles delivered to your feed reader.