Publications
Publications
- December 2000 (Revised February 2007)
- HBS Case Collection
Achieving Customer Satisfaction at Pizza Hut (A)
By: V.G. Narayanan and Preeti Choudhary
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.)