Customer Experience Featured Article

Papa John's Launches 'Rant & Rave' Customer Engagement Program in UK

When people think about technological advances, they aren’t usually thinking about pizza companies. Nevertheless firms like Dominos and Papa John’s have made some moves to make sure that they are staying abreast of the current technological advances in a way that keeps their customers happy. Papa John’s in particular has introduced a new way for customers to share their feedback about their pizza eating experiences.

The new initiative, which is being rolled out in the U.K. now, will allow these customers to share their thoughts with the company through text message. The program is called “Rant & Rave” and will also allow people to share details about the issue they are ranting or raving about right from the comfort of their homes and without having to fill out a lengthy Internet form or place a phone call.

The Papa John’s pizza boxes include a QR code on the box that they can scan and share their thoughts, or they can send a text message by sending Papa to 66099. There is also a new online feedback widget on the actual company’s website. This means the firm is able to get rants and raves from people who have not chosen to use the product and it will hopefully get the company to figure out how they can lure those individuals in next time.

Allowing for easier feedback and customer contacts through the Internet and text messaging is becoming popular across the customer service spectrum. A recent study focused in on what customers prefer when they are talking to call centers, but the same principals apply in other aspects of business as well.

Papa John’s U.K. has joined forces with the Rant & Rave program based on the firm’s awards and accolades for its customer engagement models over the years. Papa John’s rolled out this business model to eight different stores in London and the South East section of the U.K. to try it out and found positive results.