Vipasha Purohit (Pceutics+ MBA, 01)

Manthan Davda (Pceutics+ MBA, 03)

Ronak Panchal (Pceutics+ MBA, 07)

Zalak Trivedi (QA+ MBA, 17)
Khushboo Mistry (QA+ MBA, 20)
Trushil Joshi (QA+ MBA, 21)

Savan Mehta (PA+MBA, 09)
Presented by:
THE INDIAN PIZZA STATS
377
677
Pizza Outlets
27%
70%
3%
Market Share
30
70
Where do people like to have
their pizza?
Visit The Outlet
Home Delivery
65
19
16
Once a month
Once a fortnight
Once a week
Frequency of ordering
pizza/visiting outlet
COMMON CRM TOOLS USED BY
PIZZA HUT AND DOMINOS
Training and Development of
Employees
Database Management Promotional Offers
SPECIFIC CRM TOOLS
WHEN WE KNOCKED ON THEIR DOOR
I am sorry, I am
not being rude,
its just
that..YOU
DONT MATTER
We Dont know
everything, But
we will answer
as much as we
can.
5
95
72
28
Accessibility Vs. Ambience
WHY DO PEOPLE LIKE PIZZA HUTS AMBIENCE
sitting arrangements, classy lighting
lights intensity, chair quality
More spacious and peaceful environment
Interior is more appealing than the Domino's interior
Nice hygiene, properly managed and good hospitality
Pizza Hut provides me the best possible comfort and is varying from place to place as compared
to dominos who have a monotonous arrangement which the same in all of its outlets.
Nice environment and the most appealing is the bell.
Service, bells, wallpapers and sitting
The music is excellent
46
35
5
14
12
31
13
44
Never Once a month Once a fortnight Once a week
How often do customers receive offers?
Pizza Hut Dominos
10
90
Offer accesibility
22
78
Personalized offers
Very
Good
Poor
Poor Poor
Poor
Poor
Very
Good
Good Good
Very
Good
Dining Home delivery Onine ordering Order cancellation Order flexibility
Overall satisfaction in case of critical aspects
Pizza Hut Dominos
31
12
69
88
Faster Dining service Faster Home Delivery
Dining and home delivery efficiency
Pizza Hut Dominos
COMPENSATIONS
There was once a pizza served to me in Domino's which had uncooked corn topping
over it which they replaced it on being asked for.
I got a free pizza from Dominos once when they skipped my order at around 11.30 pm
in night.
Dominos gave me free coke as they did not deliver the pizza in the 30 min promised
delivery time.
Domino's gave a discount of 300/- for 15 min late delivery of the pizza.
COMPENSATIONS
Once at pizza hut they brought the pizza with toppings other than what we ordered.
After that they gave us one free pizza.
At pizza hut, once we ate pizza and fell sick. The very next day they gave us 2 large
pizza's free.
Once the pizza hut delivery guy got late in delivering the pizza I had ordered. I got the
pizza free.
COMPLAINTS ABOUT POOR CRM
Dominos phone app: no place or button to change or deal with lost password issue, text
too small.
Misbehaviour of Dominos Employee
degrading dominos service
Pizza toppings stuck to the box instead of being on the bread
Domino's Pizza horrible drivers
COMPLAINTS ABOUT POOR CRM
Beware - Ordered Veg Served Non-Veg
Very bad home delivery & rude talk by store manager
Pizza hut - promises made are not kept
The pizza hut home delivery has the worst customer service ever....I mean the Indian
railways treats the customers better....!!
House of tiny portions of pretentious food
HEAR! HEAR!
ANALYSIS
Pizza Hut
Positives:
Soft spoken, good communication
The art of saying NO
Negatives:
Limited coverage area for delivery:
Customer Dissatisfaction


Dominos
Positives:
High degree of reach - an alternate outlet for
other area always present!
The customer is never left without options.
Negatives:
Poor communication , lack of proper training
to handle customers.


5
35
60
Awareness of mobile app
Pizza Hut Dominos None
20
80
Readiness to order via app
Yes No
SWOT ANALYSIS


Strengths

More outlets.
Less than 30 minutes home delivery.
Quick service at outlets.
Low price.
Customer satisfaction
Excellent offers



Weakness

Outlets lack space.
Ambience not upto expectation.
No options for parties.
Opportunities

Growing fast food market.
Introduce new varieties.
Bigger outlets.
Take away counters.
Threats

Increase in number of competitors.

SWOT ANALYSIS


Strengths

High quality and good variety.

Strong brand image.

Customer satisfaction.

Good service and ambience.
Weakness

Inadequate promotion.

Low Penetration.

High price.

Home delivery.

Opportunities

Growing fast food market.

Introduce new varieties.

Provide attractive offers.
Threats

Increase in number of competitors.

Low price of competitors.

1
OVERALL BRAND POPULARITY
WHY DOMINOS?
Excellent delivery services
New offers, coupons periodically
Convenient Online service with tracker systems
New varieties, combos , Juniors Joy box
Compensations
Strong Brand image
Scope for improvement

WHAT CAN PIZZA HUT DO?
Increase its reach
Improve on delivery services
Provide more promotional offers and create awareness
about them
Improve its online services