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

Domino’s Pizza Vietnam expands feedback collection across 36 stores with Spectos in a 6-month pilot

Domino’s Pizza Vietnam faced a challenge in gathering sufficient customer feedback through its traditional paper-based surveys, which resulted in low response rates despite incentives. They sought a solution from vendor Spectos GmbH to increase feedback collection across both online and offline channels and to provide detailed analyses and reports.

Spectos implemented a multi-channel enterprise feedback management system, utilizing tablets, digitized paper forms, call centers, and online surveys. The solution included a real-time performance management cockpit for analysis and an integrated ticket system for handling complaints. Following a successful six-month pilot that significantly increased feedback volume, Domino’s Pizza Vietnam signed a one-year contract to roll out the Spectos system across all stores and channels, granting management and store-level staff real-time visibility into customer satisfaction and performance KPIs.

Domino’s Pizza Vietnam