1. Genieva Taylor May 5, 2011 Customer Feedback Plan Dr. Dan’s Speedy Pizza

2. Our Product  Dr. Dan’s Speedy Pizza is dedicated to serving our customers the best pizza at the best price as fast as we possibly can.  With 10 different toppings and hundreds of topping combinations, no other pizza company can compare to our product.  We know we have the best product. Now it’s time to improve our customer experience.

3. Our Customers  Right now, Dr. Dan’s serves the area around the University of South Alabama.  We would like to expand business to cover the Overlook area as well.

4. How May I Help You? We need our customers to give us feedback on the following services:  Ordering experience  Speed of delivery  Temperature of received product  These will address the individual level of employee performance.

5. The Problem  Currently, Dr. Dan’s has a performance gap of a 15 degrees cooler/15 minutes late pizza.  We think our customers may give us some insight in fixing this problem.  Dr. Dan’s will employ the following methods of customer feedback:  Market research  Hotlines  Employee-visit teams

6. Market Research  The top 5 repeat customers will be contacted for participation in a focus group. Free dinner will be provided.  We at Dr. Dan’s feel that these top 5 people keep coming back for a reason.  We will be able to glean beneficial information for our company (i.e., what they like, problems they’ve had, etc.).

7. Hotlines  A new hotline number will be printed on customer receipts.  Customers will be encouraged to call and rate their experience in terms of product and service. They will vote on a scale of 1-5 on both questions.  A random person will be awarded a free pizza each week.  Because of the anonymity of this process, this is a viable method of customer feedback.

8. Face-to-Face Fact Finding  The manager of Dr. Dan’s will talk to those customers that come in the store to pick up pizza.  The manager will determine what the customer likes about the program and what the customer would like to see changed.

9. Summing Up  We are confident that through our customer feedback methods, we will be able to improve our performance.  Goal: improve temperature by 5 degrees and delivery speed by 5 minutes.