The Client
Pizza Hut is an American multinational restaurant chain and international franchise founded in 1958. They serve their signature pan pizza and other dishes through 18,500 locations globally, supported by a team of over 350,000 employees.
The Challenge
Due to increased competition and changing consumer expectations, it was important for Pizza Hut to understand the current experience being delivered across 6 priority markets to ensure improvement efforts could be properly targeted to deliver maximum impact.
The Approach
Strativity commenced with a business immersion phase complimented by a series of stakeholder and franchisee meetings along with selected store visits. We then mapped the e2e experience across all channels, products and distribution methods. This rich contextual understanding was then leveraged to design and deploy our comprehensive CX quantitative research and analysis program across Canada, United Kingdom, Korea, United Arab Emirates, Peru and India. This gave Pizza Hut detailed information on current levels of both importance and performance across 400+ touch points with an ability to compare results across markets. Further analysis identified the specific improvements that would most impact advocacy and repurchase. A clear plan was developed to drive experience improvement and uplift engagement where the ROI would be strongest.
The Results
Pizza Hut was able to decrease friction and improve satisfaction across all 6 markets resulting in improved financial performance. Globally, the Pizza Hut brand still enjoys one of the highest Net Promotor Scores (+78 in 2022).
