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Pizza Hut deploys UserReplay to discover and quantify customer experience issues

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In the UK, Pizza Hut Delivery has over 380 stores nationwide with aggressive growth plans. Their website has experienced strong year-on-year growth, with weekend peak ordering (Friday, Saturday and Sunday evenings) commonly outstripping weekday ordering by 4-to-1.

The Challenge

Pizza Hut Delivery was experiencing two key challenges. The first was the ability to match incoming customer calls to their specific online journey to help manage and resolve issues more rapidly. The second was the validation and tracking of orders from confirmation and payment to bake. This time-sensitive process involved multiple linked high-capacity systems across several third-party suppliers, their online merchant and independent franchises.

Download the case study now to find out how Pizza Hut worked with UserReplay to improve the customer experience and:

  • Identify over £4.7 million annual impact due to resolvable technical issues
  • Act on critical issues as they happen to resolve/minimize the overall impact
  • Gather insights that help shape long-term strategy


“The results were eye-opening. The data we can now access has enabled us to dramatically improve our customer experience.”

Steve Ash, IT Director

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