Publications
Publications
  • December 2000 (Revised February 2007)
  • Case
  • HBS Case Collection

Achieving Customer Satisfaction at Pizza Hut (A)

By: V.G. Narayanan and Preeti Choudhary
  • Format:Print
  • | Pages:22
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Abstract

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

Citation

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

About The Author

V.G. Narayanan

Accounting and Management
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