Press Release

Pizza Hut Restaurants UK Optimises Customer Feedback Design for Experience Improvement

– Restaurant leader utilises real-time customer feedback to drive service experience changes and improvement 

LONDON, 16th December 2020—InMoment®, the leading provider of Experience Improvement (XI)™, has worked with Pizza Hut Restaurants UK to remodel their entire feedback strategy to create a better customer experience and drive greater business value.

Applying InMoment’s XI Platform, Pizza Hut has been able to simplify the customer feedback process and get even richer details to drive smart and efficient operational changes. InMoment’s Active Listening and text analytics technologies gather and analyse rich unstructured data for the company. 

Pizza Hut’s survey was reduced from an eight minute, highly structured survey to a shorter conversational survey with open comment boxes allowing customers to tell their experience in their own words. Since making these changes, survey responses have doubled, and Pizza Hut Restaurants are now receiving a holistic view of all their customers in real time.

The InMoment XI Platform allows Pizza Hut to quickly explore data at both a central and location level, and search through customer data to find common themes and trends. The company has gained richer customer intelligence and applied its findings to create operational key changes, including sharing feedback and outcomes with all locations so they can improve experiences for their customers.

Working with Pizza Hut is a true partnership. It’s a joy to work with a truly customer-centric business who make their business decisions on customer driven data,” said Victoria Royle, Senior Customer Service Manager, InMoment. “Pizza Hut aren’t afraid to try something new, and their agile approach means they have been highly adaptable in the current landscape.”

“The relationship between InMoment and Pizza Hut Restaurants is long standing, and a partnership where both businesses learn from each other,” said Craig Wells, senior operations excellence manager, Pizza Hut. “We include real time feedback in our ‘business as usual’ operations, and through the insights learned at the location level we continue to change and improve. We are about to embark on a very exciting journey into a single customer view.” 

To read the full case study click here.

About InMoment

Improving experiences is why InMoment exists. Our mission is to help our clients improve experiences at the intersection of value—where customer, employee, and business needs come together. The heart of what we do is connect our clients with what matters most through a unique combination of data, technology, and human expertise. With our hyper-modern technology platform, decades of domain authority, and global teams of experts, we uniquely deliver a focus on Experience Improvement (XI) to help our clients own the moments that matter. Take a moment and learn more at inmoment.com.

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CONTACT: Rebecca Sanghera, InMoment, rsanghera@inmoment.com


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