Challenge
In a high-volume, fast-moving environment, Domino’s needed more than just operational efficiency during the ordering process, they needed a scalable way to understand how customers felt immediately after their experience.
Traditional feedback methods often arrived too late or lacked sufficient context, making it difficult for teams to respond quickly to negative experiences or identify trends in real time. Domino’s needed a solution that could capture genuine, in-the-moment feedback without adding operational complexity for store teams.
Solution
Domino’s implemented automated, real-time NPS SMS surveys powered by Text Management, triggered directly after key customer interactions, including order completion and fulfilment notifications such as busy makeline and delivery updates.
Once an order is fulfilled, customers receive a simple, timely NPS message asking them to rate their experience while it is still fresh. This ensures feedback is accurate, relevant, and highly actionable.
The system is fully integrated into Domino’s existing SMS infrastructure, meaning NPS collection runs seamlessly alongside operational messaging without disruption.
Key features include:
- Automated NPS SMS triggered post-order and following busy makeline/delivery milestone messages
- High-response, frictionless feedback collection delivered via SMS for maximum engagement
- Real-time insights enabling immediate response to negative customer experiences
- Seamless integration with Domino’s operational messaging journey, requiring no additional customer effort
Results
Faster identification and response to customer dissatisfaction
Improved visibility of store-level performance in real time
Increased customer engagement with feedback requests due to SMS immediacy
Stronger customer experience loop linking operational updates with post-order sentiment
Conclusion
By embedding real-time NPS into its post-order communication journey, Domino’s transformed feedback from a delayed reporting tool into an immediate driver of customer experience improvement.
This approach ensures that every order not only delivers pizza efficiently, but also generates actionable insight, helping Domino’s continuously refine service, strengthen loyalty, and enhance satisfaction at scale.
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Discover how Text Management’s SMS and NPS solutions help leading brands like Domino’s capture insights, improve service, and drive repeat business.
