May 17 2008
Pizza Hut Online Order
I wish to praise Pizza Hut for coming up with an online order and delivery service, especially when McDonald’s and KFC are not doing so currently. I can just choose my favorite pizzas, make payment online and get them delivered to my place!
But recently I encountered problems when trying to place order online to get it delivered to a friend in another city. It was supposed to be a surprise delivery to him. But I was annoyed that Pizza Hut kept calling my friend a few times asking, “Ada order pizza?” (did you place order?), “Sudah dapat pizza?” (have you got your pizza?).
I lodged my complaint through their online feedback service (credits to them for collecting feedbacks online). Here are some suggestions I wish to put forward here, not only to Pizza Hut, but also any business planning online order and delivery service.
Allow me to order online and have it delivered to other address. I’m not able to do so now. As a result, I had to create a separate account for my friend. Better still if I can maintain different addresses online for my parents, family and friends, under one single account.
Don’t waste time calling to confirm order, especially when I had completed the payment process. Are you having any communication problem at your backend?
Have a more user-friendly online ordering system. Pizza Hut’s online order is Flash-based. While Flash is ok for me, a fallback to non-Flash site should be available, especially for those who can’t install additional software to use Flash or have limited bandwidth to access a Flash site. Furthermore, the Flash used does not add value to its user-friendliness. I really had to click around to find out how to place order and checkout.
Maintain records of past orders for relationship marketing. You can do as what Amazon does to track my preference and recommend suitable items to me to save my time. Also, you can put me into a mailing list to keep me updated on your latest offerings.
Anyway, I believe Pizza Hut would listen to customer feedback and perfect their service. Kudos to them for having such service. Keep it up!
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