It’s been a while since I’ve written with the summer shutdown and vacation (https://spanishized.com/2015/03/31/the-summer-slowdown-is-on-the-way/). But now I’m back from the summer hiatus and happy to have a new Customer Experience story to share. And it’s an unexpected one this time.

I’ll be honest; I’m not a big fan of pizza. Well, at least not the Domino’s or Telepizza fast food type. Just seeing the newly-advertised Nacho Pizza from Telepizza for example makes me a bit uncomfortable (who thinks of these things?!)

However, when I was in Italy recently I was quite happy to order an Italian pizza without thinking twice. In any case, whether or not I like it here I have to admit that I was impressed with Domino’s recently when we ordered a pizza with some friends. Who would’ve thought Domino’s would be one of the companies making the move toward improving its customer experiences here in Spain…

Usually, after ordering a pizza online, Domino’s delivery is quick and efficient. To date we haven’t had any real issues. The other day the pizza arrived as ordered, but it was about a half hour late and COA (cold on arrival). It was one of those “well, it is what it is” moments without giving it much thought.

The next day my husband received a phone call from Domino’s asking how his experience had been: the delivery time, if the pizza arrived in a “good condition”, if it was hot etc. When he mentioned that it was more or less ok but that the pizza had arrived cold, they apologized and said the next pizza would be free.

Good job Domino’s for unexpectedly reaching out to your customers and improving your customer experience! I still don’t like fast food pizza, but the next time someone wants one I’d definitely call Domino’s first.