Papa John's recognized for customer satisfaction
03.04.2007, 15:50
Papa John's International Inc. earned the highest customer satisfaction rating among pizza chains in the this year's American Customer Satisfaction Index.
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Produced by the Stephen M. Ross Business School at the University of Michigan, in partnership with the American Society for Quality, the ACSI surveys consumers about the quality of products and services available in the United States.
In the pizza chain ratings, Louisville-based Papa John's (NASDAQ: PZZA) was followed by Detroit-based Little Caesar Enterprises Inc., Ann Arbor, Mich.-based Domino's Pizza Inc. and Pizza Hut, a unit of Louisville-based Yum Brands Inc. (NYSE: YUM).
Papa John's and Little Caesars' scores dropped slightly from last year -- 2.5 percent and 2.6 percent, respectively. Pizza Hut's score took the biggest slide at 5.3 percent.
In a written commentary on the scores, Claes Fornell, a professor of business administration at the University of Michigan, said "it looks like the co-branding of Pizza Hut with other Yum restaurants -- especially Taco Bell -- might be eroding the Pizza Hut brand in the sense that it is becoming less a dine-in and more a traditional fast food restaurant."
In the ACSI's overall "limited service restaurants" category, Dublin, Ohio-based Wendy's International Inc. took the top slot, followed by Seattle-based Starbucks Corp. and then Papa John's.