STELLAService Awards Domino’s the Best Online Customer Experience of the Big Three Pizza Chains
STELLAService claims to have measured over 200 metrics of the online ordering process for Pizza Hut, Papa Johns, & Dominos. Dominos Tracker seems to have been the feature that pushed Dominos to the top!
I'm curious what else they measured.
Readers, let me know if you agree. Do you order online? From where?
Showing posts with label Online Orders. Show all posts
Showing posts with label Online Orders. Show all posts
Wednesday, September 8, 2010
Thursday, January 17, 2008
Crazy Night!
Tonight was simply a crazy night from start to finish. Even our cook Mona agreed.
It started off with me arriving late. I just missed my train home from my other job and then the next train was late and slow so I got home about 25 minutes later than I should have. Then my uniform was in the basement (luckily they were at least washed) so after I started getting undressed I had to get dressed again and go down and find my clothes. So I didn't get to work until about 6:30.
My first delivery didn't leave the store until over 30 minutes after it was placed. The pizza was made but somehow didn't get sent back as the deliveries should, and a manager had to go look for it. I made the long trek to the house (grid C5) where I was looking for 146 XXX street. Well I saw 180 and then the next house was 142. I phoned the customer to ask where 146 was. They looked out the window and saw me and told me to go towards Lake Ave. I did, and the next house after 142 was 160, then 156 ... the 142 house was just totally misnumbered. I got $2.02 on a $13.08 order.
My second delivery customer said that he had ordered online and paid by credit card, but it was marked as cash on my ticket. I phoned the store but the (newer) manager I got didn't know how to do online orders so I just had the guy sign the back of the ticket and gave him his food, I figured I could fix it myself when I got back. He wrote in a $1 tip on a $14.58 order.
My 3rd delivery was a rerun to a pickup customer about 6 miles away. They had picked up their food but there was a pizza missing. We don't usually deliver replacements to pick-up customers. They did tip me $3 but for the distance and time, it was still hardly worth it.
My 4th customer ordered 3 pizzas and a order of wings, well done. I could tell that the wings weren't well done so I put them back in the oven myself and waited while they got cooked a 2nd time. The guy tipped me $3.71 on a $28.29 order, my best tip of the night.
My 5th and 6th deliveries were a double. The guy at the 5th delivery is usually a $5 tipper, but told me he had just lost his job. He tipped $2.43 on his $25.57 order. His story turned out to be a foreshadowing of another customer sob story yet to come!
The 2nd delivery of the double was my only uneventful delivery of the night, tipping $3.41 on their $26.59 5-pizza order.
After that I took my 7th delivery. It was a house with multiple units and multiple entrances, so I called them from the porch. When the girl got to the door she told me that I'd been there before and I should have remembered to go around back. I told her it wasn't marked on the ticket and I go to about 100 houses a week sometimes. She then reminded me that her uncle had tried to pay by check, and I did indeed remember being there before and going around back. She gave me $21.10 on her $21.07 order. I don't consider 3 cents a tip, but more of an insult.
My 8th & 9th deliveries were another double. The guy at house #8 was standing on his porch smoking, and proceeded to tell me that his wife was in the hospital, she had had a total hip replacement, she may have to go to a nursing home, he used to deliver pizzas, he had a dog that was a good guard dog, he still had to lock his garage, he had some nice tools in it ... and on and on and on! But he gave me $17 for his $16.09 order so I was in no mood to stay to listen to him. Plus I had to get to . . .
Delivery number 9. This woman had called back to ask the driver to phone when they were about to arrive, as she couldn't hear the knocking way in the back. So I phoned as I was pulling onto their street. However, there was a man already waiting outside. He asked if I had his wings, he asked what "she" got on the pizza, then he said he didn't really care as long as he got his wings. He tipped $2.43 on his $18.57 order.
My final delivery was a new address. I had just had a conversation with the manager in training about the night we were robbed and how we were supposed to phone back all new addresses after dark. Well she took the order, it was a new address, the grid was wrong, I knew it was an apartment building and there was no apartment number on the ticket. I asked her about it and she said "oh yeah I forgot." I proceeded to call the customer and everything checked out ok. He tipped me $2.42 on his $13.58 order.
To top the night off, the manager came back as I was finishing up the dishes and asked "is this running?" about the loud, obviously running dishwasher, as she opened the side and dirty dishwater shot right into my eyes.
Totals for the night were 4 1/2 hours driving, 10 deliveries, 49 miles, and $21 in tips.
It started off with me arriving late. I just missed my train home from my other job and then the next train was late and slow so I got home about 25 minutes later than I should have. Then my uniform was in the basement (luckily they were at least washed) so after I started getting undressed I had to get dressed again and go down and find my clothes. So I didn't get to work until about 6:30.
My first delivery didn't leave the store until over 30 minutes after it was placed. The pizza was made but somehow didn't get sent back as the deliveries should, and a manager had to go look for it. I made the long trek to the house (grid C5) where I was looking for 146 XXX street. Well I saw 180 and then the next house was 142. I phoned the customer to ask where 146 was. They looked out the window and saw me and told me to go towards Lake Ave. I did, and the next house after 142 was 160, then 156 ... the 142 house was just totally misnumbered. I got $2.02 on a $13.08 order.
My second delivery customer said that he had ordered online and paid by credit card, but it was marked as cash on my ticket. I phoned the store but the (newer) manager I got didn't know how to do online orders so I just had the guy sign the back of the ticket and gave him his food, I figured I could fix it myself when I got back. He wrote in a $1 tip on a $14.58 order.
My 3rd delivery was a rerun to a pickup customer about 6 miles away. They had picked up their food but there was a pizza missing. We don't usually deliver replacements to pick-up customers. They did tip me $3 but for the distance and time, it was still hardly worth it.
My 4th customer ordered 3 pizzas and a order of wings, well done. I could tell that the wings weren't well done so I put them back in the oven myself and waited while they got cooked a 2nd time. The guy tipped me $3.71 on a $28.29 order, my best tip of the night.
My 5th and 6th deliveries were a double. The guy at the 5th delivery is usually a $5 tipper, but told me he had just lost his job. He tipped $2.43 on his $25.57 order. His story turned out to be a foreshadowing of another customer sob story yet to come!
The 2nd delivery of the double was my only uneventful delivery of the night, tipping $3.41 on their $26.59 5-pizza order.
After that I took my 7th delivery. It was a house with multiple units and multiple entrances, so I called them from the porch. When the girl got to the door she told me that I'd been there before and I should have remembered to go around back. I told her it wasn't marked on the ticket and I go to about 100 houses a week sometimes. She then reminded me that her uncle had tried to pay by check, and I did indeed remember being there before and going around back. She gave me $21.10 on her $21.07 order. I don't consider 3 cents a tip, but more of an insult.
My 8th & 9th deliveries were another double. The guy at house #8 was standing on his porch smoking, and proceeded to tell me that his wife was in the hospital, she had had a total hip replacement, she may have to go to a nursing home, he used to deliver pizzas, he had a dog that was a good guard dog, he still had to lock his garage, he had some nice tools in it ... and on and on and on! But he gave me $17 for his $16.09 order so I was in no mood to stay to listen to him. Plus I had to get to . . .
Delivery number 9. This woman had called back to ask the driver to phone when they were about to arrive, as she couldn't hear the knocking way in the back. So I phoned as I was pulling onto their street. However, there was a man already waiting outside. He asked if I had his wings, he asked what "she" got on the pizza, then he said he didn't really care as long as he got his wings. He tipped $2.43 on his $18.57 order.
My final delivery was a new address. I had just had a conversation with the manager in training about the night we were robbed and how we were supposed to phone back all new addresses after dark. Well she took the order, it was a new address, the grid was wrong, I knew it was an apartment building and there was no apartment number on the ticket. I asked her about it and she said "oh yeah I forgot." I proceeded to call the customer and everything checked out ok. He tipped me $2.42 on his $13.58 order.
To top the night off, the manager came back as I was finishing up the dishes and asked "is this running?" about the loud, obviously running dishwasher, as she opened the side and dirty dishwater shot right into my eyes.
Totals for the night were 4 1/2 hours driving, 10 deliveries, 49 miles, and $21 in tips.
Saturday, August 4, 2007
Working With The Idiots
I want to preface this by saying I enjoy my job as a pizza driver and there isn't anyone at work that I dislike. Having said that, almost everything that anyone could do tonight to screw me up was done.
I drove for 8 hours, took 16 deliveries, drove 64 miles, and made $30 in tips. I also made a rare $1 tip on a pick-up order.
Now on to what went wrong. Our POS system requires the driver to "dispatch" and "return" each order. This timestamps the order within the system and calculates the oven time and the delivery time. Let's say the order was entered at 6:00 PM. The driver dispatched at 6:15 and returned at 6:35. Travel time of 20 minutes gets cut in half and the order is stamped as delivered at 6:25, or 25 minutes after the order was entered.
Several employees (including managers) don't understand how this works and think that if the driver isn't back 30 minutes from the order entry time, the order is late. Delivery on-time percentages are calculated and compared from store to store. Some managers will "return" a driver when he isn't really back, to make their numbers look better.
This upsets me to no end. First off my on-time numbers are always good to begin with. Second, returning a driver early is a lie. Also, returning a driver early makes it difficult to edit or void the order, if the customer found a coupon or if the order was a fake order. Finally, returning drivers out of order adds confusion, as the computer can't be used to mark which driver returned first (and thus which driver is up next).
Well tonight, somebody was returning drivers and there was mass confusion on who would be up next. At one point driver Chris accidentally took an order ahead of me when it should have been my turn before him.
Later on somebody actually returned me, which at that time was the straw that broke the camel's back, so to speak. It happened to be on an order where I was shorted 5 cents by the customer. Now 5 cents is no big deal but there's no reason I should be expected to cover for the customer. The order should have been discounted by the store but it was too late.
At that point I stopped dispatching myself and returning myself, figuring if somebody else thought they should do it, I would let them try to figure out which deliveries I was taking.
The cooks also got into the act, forgetting cinnamon sticks on one order and making a supreme rather than a super supreme on another. This is bad enough, but both of these times the mess up would have went nicely as a double, saving us drivers both time and gas (money).
The phone people screwed by taking the same bad address twice. First they put the address as "19 STREET", as in house number 19 on STREET. We called back to try to get the address right an no one answered so the order was voided. Later they called back and this time gave a valid street address on Douglas. Except for the fact that their house was about 1 mile past the end of our delivery area. Desiree took the order and they shorted her $1 because they thought that was all they should pay due to the late pizza.
The address was marked and we will NOT be going there again, if I can help it.
Later I arrived at a house and asked for $24.84, the guy said he had paid by credit card online. I called the store and sure enough, we had neglected to transfer that info from our internet computer to our ordering computer. I apologized to the guy and told him I was working with a bunch of idiots tonight.
New manager James even got into the act in a very minor way. He was on cut-and-pack and missed a "well done" note, but I caught it before leaving with the food, so that item was put back in to bake a little longer.
To top it all off, my customers also joined in. Half of them tipped $1 or less. One of them left their sprinkler on (in the dark) for me to walk through.
The worst was the woman who answered the door, telling me her husband was getting the money. I thought she meant upstairs. She meant at the bank. I waited in their driveway for about 10 minutes!
I'm sure I could say more but it's almost 3 AM and I'm bushed. So I'll just note that I was so upset for a while that someone called in manager Nick (on his day off) to try to calm me down. Nick went for a ride and told me about his failed romance, and it actually helped.
Good news of the night ... there was a huge dine-in group of about 20-30 people. Both waitresses, Catherine and Jeanette, served them. The diners then gave each of them a $50 bill as a tip! WOW!
I drove for 8 hours, took 16 deliveries, drove 64 miles, and made $30 in tips. I also made a rare $1 tip on a pick-up order.
Now on to what went wrong. Our POS system requires the driver to "dispatch" and "return" each order. This timestamps the order within the system and calculates the oven time and the delivery time. Let's say the order was entered at 6:00 PM. The driver dispatched at 6:15 and returned at 6:35. Travel time of 20 minutes gets cut in half and the order is stamped as delivered at 6:25, or 25 minutes after the order was entered.
Several employees (including managers) don't understand how this works and think that if the driver isn't back 30 minutes from the order entry time, the order is late. Delivery on-time percentages are calculated and compared from store to store. Some managers will "return" a driver when he isn't really back, to make their numbers look better.
This upsets me to no end. First off my on-time numbers are always good to begin with. Second, returning a driver early is a lie. Also, returning a driver early makes it difficult to edit or void the order, if the customer found a coupon or if the order was a fake order. Finally, returning drivers out of order adds confusion, as the computer can't be used to mark which driver returned first (and thus which driver is up next).
Well tonight, somebody was returning drivers and there was mass confusion on who would be up next. At one point driver Chris accidentally took an order ahead of me when it should have been my turn before him.
Later on somebody actually returned me, which at that time was the straw that broke the camel's back, so to speak. It happened to be on an order where I was shorted 5 cents by the customer. Now 5 cents is no big deal but there's no reason I should be expected to cover for the customer. The order should have been discounted by the store but it was too late.
At that point I stopped dispatching myself and returning myself, figuring if somebody else thought they should do it, I would let them try to figure out which deliveries I was taking.
The cooks also got into the act, forgetting cinnamon sticks on one order and making a supreme rather than a super supreme on another. This is bad enough, but both of these times the mess up would have went nicely as a double, saving us drivers both time and gas (money).
The phone people screwed by taking the same bad address twice. First they put the address as "19 STREET", as in house number 19 on STREET. We called back to try to get the address right an no one answered so the order was voided. Later they called back and this time gave a valid street address on Douglas. Except for the fact that their house was about 1 mile past the end of our delivery area. Desiree took the order and they shorted her $1 because they thought that was all they should pay due to the late pizza.
The address was marked and we will NOT be going there again, if I can help it.
Later I arrived at a house and asked for $24.84, the guy said he had paid by credit card online. I called the store and sure enough, we had neglected to transfer that info from our internet computer to our ordering computer. I apologized to the guy and told him I was working with a bunch of idiots tonight.
New manager James even got into the act in a very minor way. He was on cut-and-pack and missed a "well done" note, but I caught it before leaving with the food, so that item was put back in to bake a little longer.
To top it all off, my customers also joined in. Half of them tipped $1 or less. One of them left their sprinkler on (in the dark) for me to walk through.
The worst was the woman who answered the door, telling me her husband was getting the money. I thought she meant upstairs. She meant at the bank. I waited in their driveway for about 10 minutes!
I'm sure I could say more but it's almost 3 AM and I'm bushed. So I'll just note that I was so upset for a while that someone called in manager Nick (on his day off) to try to calm me down. Nick went for a ride and told me about his failed romance, and it actually helped.
Good news of the night ... there was a huge dine-in group of about 20-30 people. Both waitresses, Catherine and Jeanette, served them. The diners then gave each of them a $50 bill as a tip! WOW!
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