From post-order feedback to recovery, retention and repeat purchase.
Domino’s needed a scalable way to understand customer experience after delivery and act quickly when something went wrong. Howazit transformed feedback from a manual measurement task into an automated operating process.
The results
The challenge
The existing process relied on employees calling a sample of customers and measuring a small number of parameters. Data quality and scale were limited, and customers could experience the outreach as intrusive. Domino’s needed broader, more reliable insight without adding operational burden.
What changed
Customers received a short, personalized feedback interaction after delivery. The flow measured multiple aspects of food, service and delivery. Positive experiences could lead to a future-purchase action. Negative experiences triggered a recovery process based on issue severity and customer context, with follow-up to close the loop.
Why it matters
Domino’s did not only collect more feedback. It connected each response to an experience outcome: learn, recover, retain or grow.
Your customers are already telling you what to do next.
Howazit helps you understand the signal and act while the moment still matters.