Case | HBS Case Collection | December 2000 (Revised February 2007)

Achieving Customer Satisfaction at Pizza Hut (A)

by V.G. Narayanan and Preeti Choudhary


Describes how Pizza Hut measures and monitors customer satisfaction, customer complaints, and the quality of its retail locations.

Keywords: Customer Satisfaction; Management Analysis, Tools, and Techniques; Management Systems; Risk Management; Franchise Ownership; Performance Evaluation; Problems and Challenges; Quality; Food and Beverage Industry; Service Industry;


Narayanan, V.G., and Preeti Choudhary. "Achieving Customer Satisfaction at Pizza Hut (A)." Harvard Business School Case 101-006, December 2000. (Revised February 2007.)