Domino's Pizza rises in ACSI rankings for 4th consecutive year
ANN ARBOR, Mich. - February 18, 2003 - Domino's Pizza continued its four-year ascent up the rankings in the 2002 American Customer Satisfaction Index, released today.
In the Quick Service Restaurant industry, Domino's ranks second in overall customer satisfaction, with an overall ranking of 75, an increase of two points over 2001. This marks the fourth consecutive year Domino's has improved in the rankings, and the company has shown the greatest overall improvement (11.9% overall) since the survey began in 1994.
"Four consecutive years of improvement is a testament to our franchisees, our store managers and everyone associated with servicing our customers," said Chairman and Chief Executive Officer David A. Brandon. "But we're not done yet. Our focus must continue to be number one in customer satisfaction, and creating a gap between ourselves and our competitors. Our efforts have made us the Most Improved Player in this study, but our objective is to make Domino's Pizza the Most Valuable Player."
The American Customer Satisfaction Index (ACSI) is a national indicator of the quality of economic output, as experienced by consumers. The ACSI is produced by the University of Michigan Business School, in partnership with the CFI Group and the American Association for Quality. The ACSI annually conducts surveys of 38 industries covering household goods and services. Industries covered include airlines, financial/banking institutions, insurance, retail/department stores, automobile companies and quick service restaurant chains, among others.
"The steady improvements in customer satisfaction that Domino's has demonstrated are not only impressive in their own right, they are also consistent with growth in sales," said Claes Fornell, chairman of CFI Group. "Domino's illustrates the importance of satisfying the customer in a very competitive industry, where some may be tempted to compromise quality in the face of increasing price pressures. But customers remember quality long after price is forgotten."
Founded in 1960, Domino's Pizza is the recognized world leader in pizza delivery, with 7,138 company-owned and franchised stores in more than 50 countries.