Pizza franchise Papa John’s has introduced a new initiative which invites customers to Rant and Rave about their experience.
All Papa John’s pizza boxes now feature a call to action asking customers to share their thoughts via QR code or text. Recipients are able to score their overall experience, as well as provide details in their own words about what they’re Ranting & Raving about.
Papa John's is also enlisting the feedback of those customers that visit the website but don’t buy via a newly deployed feedback ‘widget’.
All feedback is analysed in real-time and the results are presented back to individual franchisees and Papa John’s head office. This gives managers the chance to respond to any negative comments, or Rants, and also celebrate their team’s Rave reviews and recognise their hard working staff.
The move is said to be part of the company’s commitment to not only listen to the voice of its customers, but more importantly, to act upon it. Andrew Gallagher, senior director of Marketing at Papa John’s, says: “Only by finding out where we’re going right and wrong can we develop as a company. While Rant & Rave helps us respond to customer issues in the moment it also gives us the wider picture so we can track customer sentiment over time. Of course, it’s going to differ from region to region but I’m confident that by learning from our Rants and listening to our Raves we’re undoubtedly going to retain and grow our already loyal customer base.”