Case Study: Domino's Pizza reduces complaint calls and boosts repeat purchases with Howazit

Domino’s cuts complaint calls by 50% with Howazit

Domino's Pizza needed a scalable way to understand the customer experience after delivery, as their existing manual process of calling customers provided limited and intrusive data. They partnered with the vendor Howazit to implement an automated feedback solution using its Adaptive Feedback service.

Howazit implemented a system that sent personalized post-delivery interactions to measure multiple experience aspects. This triggered tailored recovery processes for negative feedback and future-purchase actions for positive ones. The results for Domino's included a 50% drop in complaint calls and a 53% increase in returning customers after a bad experience. Howazit's solution also led to 56% of recovered dissatisfied customers returning and an 18% increase in coupon redemption.

Domino’s Pizza