By the time customer feedback made its way back to Rocquisha from corporate, there was no customer info included, making guest recovery impossible. Even if she did know who these customers were, enough time had passed that any damage had been done for unhappy guests.
Roquisha began pushing Ovation with every order and the feedback started flooding in. What’s more, Domino’s could finally act on that feedback. One location started receiving several comments that the pizza was looking burned, and “right away” the manager was able to see if the ovens needed readjusting and resolve the issue directly with the individual guests.
Domino’s also saw immediate marketing benefits from Ovation, using text blasts and tracking customer habits to deliver the best guest experience possible. Between the direct contact with guests, marketing capabilities, and operational improvements, Rocquisha was simply left saying, “I am so happy! I love Ovation.”