Case Study: Pizza Hut achieves £4.7M+ annual recoverable revenue and improved customer experience with UserReplay

Pizza Hut - Customer Case Study

Pizza Hut Delivery in the UK — a fast-growing operation with over 380 stores and weekend order peaks up to 4:1 — faced a critical customer experience problem: basic analytics couldn’t explain why customers were abandoning orders. The team needed to match incoming calls to specific online journeys and reliably validate and track time-sensitive orders across multiple high-capacity, third‑party systems, especially during peak hours.

Pizza Hut ran UserReplay as a proof-of-concept, which quickly exposed and quantified numerous technical issues, gave teams replayable user journeys to replicate problems, and helped coordinate fixes with third parties. The work revealed over £4.7 million in annual impact from resolvable issues and led Pizza Hut to delay a premature desktop redesign after mobile-vs-desktop analysis, improving their ability to prioritize changes and enhance the customer experience.

Pizza Hut

Steve Ash

IT Director