Case Study: Domino’s Pizza Vietnam boosts customer feedback and real-time reporting with Spectos GmbH

Domino’s Pizza Vietnam - Customer Case Study

Domino’s Pizza Vietnam, part of the global Domino’s Pizza chain, wanted a better way to collect customer satisfaction feedback across its stores and digital touchpoints. The company had been relying on paper surveys in-store, but response rates were low and feedback was inconsistent, making it difficult to monitor customer experience and NPS trends. Spectos GmbH provided its enterprise feedback management solution, Feedbackstr, to address this need.

Spectos GmbH implemented a multi-channel feedback system for Domino’s Pizza Vietnam, enabling feedback collection through tablets in stores, paper surveys that were digitized, call-center interviews, and online channels such as the website and Facebook fan page. After a 6-month pilot that produced a significant increase in feedback volume, Domino’s Pizza Vietnam signed a 1-year contract to roll out the system across all stores and channels. Spectos GmbH also delivered a real-time reporting cockpit with KPI tracking, store benchmarking, and an integrated ticket system, giving management immediate visibility into service quality, customer satisfaction, and complaint handling.

Domino’s Pizza Vietnam

Dang Lan Anh

Marketing Executive at Marketing Department