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Improving Customer Satisfaction at Nino’s Pizza

Sharaf TamimiOmar SalehYueh Chung Pak Him Tse

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How can Nino’s Pizza effectively improve their work performance and customer satisfaction?

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Nino’s Pizza lack of experience in the restaurant customer service

Nino’s Pizza opened up May 2013, what used to be a Pizza Inn franchise.

First time family-owned and operated business which lacks experience.

Store has experienced a drop in sales despite the numerous amounts of pizza shops in the local area due to poor customer service.

Nino’s Pizza offers fresh quality pizza that has a great taste, but is over-priced.

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Nino’s Pizza is Picking Up, but Certain Parts of the Business are Holding it Back

• Nino’s Pizza faces problems processing orders in a timely manner, leading to customer dissatisfaction.

• These unhappy customers often search for competitors that offer quicker and better service at a better rate.

• Issues:– Unprofessional and disorganized – Nino’s Pizza takes orders with an old way with pen and paper,

rather than a modern way with computer and POS systems. – As of result, customers have to wait a extended amount of

time to receive their orders.

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Behind the Counter View

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Poor Customer Service Leads to Dramatic Decrease in Sales Revenue

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SWOT AnalysisStrengths:

Variety of choicesFresh ingredientsPremium quality

Free delivery

Weaknesses:

New to marketUn professional

Un organizedPoor location

Opportunities:

Attract students and neighbors around the area and to

provide lunches for churches and events

Threats:

Other pizza shops around the area and substitutes

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Competitors in Local Area

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Taking Orders in a Unprofessional Way

• Employees take orders with pen and paper, which is not a modern way to take orders.

• They also don’t have proper receipts provided with what the customer ordered.

• The process of ordering is not efficient, which then makes customers dissatisfied and impatient.

• They also do not have a proper system to store customer information and records.

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Introducing a POS System That Can Improve Efficiency in Taking Orders and Storing Information

• Investing in an updated POS system to keep up with business flow.

• This computerized system allows business owners to track sales, cash flow, food inventory and can help simplify your bookkeeping enormously.

• POS system can store previous customer records, so customers do not have to provide their addresses every time they make a delivery order.

• POS system can also provide proper receipts, so that customers can check what they have ordered.

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Although POS Systems can help out the business in different way, there are drawbacks

• POS system is a computer, and subject to all the same technological glitches.

• If it happens to crash and you don’t have a back up, then you risk losing all your vital data. Always have a backup.

• Replacement of parts.• Updating software.

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Where To Find and Estimated Costs

• There are many POS system distributors such as:– Aldelo– Digital Dining– POSitouch

• Subscription based services ($20-$50 per month)– Optional Cloud services (Back up)– 24/7 support

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Any Questions?