American customer satisfaction index: Domino's Pizza restaurants U.S. 2000-2019

For the second consecutive year, Domino’s Pizza received an American Customer Satisfaction Index score of 79 in 2019. In the survey of limited-service restaurants across the United States, Domino’s Pizza was ranked behind pizza chain competitors Pizza Hut and Papa John’s.

Domino’s falls behind in customer service

In the United States, Domino’s Pizza was the pizza chain with the most retail sales in 2018, but there is room for improvement in terms of the customer service the company offers. A further survey from April 2018 ranked Domino’s Pizza as the joint-fourth favorite pizza chain of consumers in the United States – the company failed to make the top three in each of the eight customer service categories, which included food quality, staff friendliness, and speed of service.

What is considered a limited-service restaurant?

The partial service provided in limited-service restaurants means that customers are expected to play their part in the dining experience: ordering the food themselves, paying for the meal before it is eaten, and taking the food away to either eat on or off the premises. In 2018, around 70 percent of the food ordered at limited-service restaurants in the United States was eaten off-premises. Pizza restaurants accounted for around 14 percent of limited-service restaurants in the United States in 2018.

American customer satisfaction index scores of Domino's Pizza restaurants in the United States from 2000 to 2019*

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Source

Release date

July 2019

Region

United States

Survey time period

2000 to 2019

Supplementary notes

*The American Customer Satisfaction Index (ACSI) scores on a 0-100 scale at the national level with 100 being the highest and best possible score. The ACSI is an economic indicator based on modeling of customer evaluations of the quality of goods and services purchased in the United States and produced by both domestic and foreign firms with substantial U.S. market shares. Subjects of investigation are 10 economic sectors, 47 industries (including e-commerce and e-business), more than 225 companies, and over 200 federal or local government services.
Limited Service Restaurant - Establishments whose patrons generally order or select items and pay before eating. Food and drink may be consumed on premises, taken out, or delivered to customers' locations.
Date given is date accessed.

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