CUSTOMER SATISFACTORY SURVEY

Pizza Customer Service Survey

Please complete the following survey concerning your Domino's Pizza experience

1. Which store location did you order from?

• Taipan USJ
• Bukit Subang
• Serdang Raya
• Wangsa Maju
• Setiawangsa
• Wangsa Maju
• Ampang Jaya
• Subang Jaya

2. The order number is located on the left hand side of the receipt sticker attached to your box. Please type this number below.



3. Did the ordertaker thank you for calling Domino's Pizza and ask you to try one of our specials?

• Yes
• No

4. Was the person on the phone cheerful, knowledgeable and helpful?

• Yes
• No

5. At the end of your call, did the ordertaker give an estimated delivery time, repeat your order and say thank you? Please circle all that apply.

• estimated delivery time
• repeat the order
• thank you
• all of the above
• none of the above

6. Were you satisfied with the amount of time it took to receive your order?

• Yes
• No

7. If your order was delivered, how many minutes did it take to receive your order?



8. Was the delivery driver friendly and courteous at the door?

• Yes
• No

9. How would you rate your overall Domino's Pizza experience?

• Excellent
• Good
• Average
• Poor

10. Why did you decide to choose Domino's Pizza?

• Product
• Price
• Service

11. Do you have any comments or suggestions for your local Domino's Pizza?

DOMINO'S PIZZA MARKETING EXPERIENCE

Domino’s Pizza

Domino's Pizza redefines customer interaction.

Domino’s Pizza is redefining the industry standards for customer value by enhancing its customers’ experience.

Domino’s has used digital innovation to reduce customer effort and engage them in an experience that goes beyond selling pizza.

As a market leader, Domino’s has made it a priority to be more accessible to its customers through seven online ordering options, providing a tailored customer experience:

• Desktop ordering site. 
• Accessible ordering site (for the vision impaired). 
• Mobile ordering site. 
• iPhone application. 
• Android application. 
• iPad application. 
• Facebook ordering application. 

The latest addition is the purpose-designed and built iPad app, allowing customers to:

Tailor their own pizza order with 1.8 million combinations.
Design and make their own pizza with the visual pizza builder Pizza Chef, providing an immersive experience. 

Use GPS services to locate the nearest store for pick-up, among other functionalities.

Domino’s also has the Live Pizza Tracker that:

• Allows the customer to track the order in real time from making, to cooking, to delivery up until the act of consumption. 
• Helps the company improve productivity, providing valuable real-time data that assists with marketing and operational decisions. 
• From its beginning as a traditional brick and mortar operation selling pizza predominantly through its network of franchises, 50 per cent of Domino’s sales are online, 40 per cent via mobile devices.

It is redefining its stores around the concept of “theatre of food”.

Domino’s online marketing director Michael Gillespie said: “Our digital strategy played a major role in the growth of the company for the last four-to-six years by better serving existing customers and attracting new ones.”

DOMINO'S PIZZA OPERATION IN MALAYSIA

Domino’s Pizza’s Business Strategy

They intend to achieve further growth and strengthen their competitive position through the continued implementation of their business strategy, which includes the following key elements:

• Continue to execute on their mission statement. Their mission statement is “Exceptional franchisees and team members on a mission to be the best pizza delivery company in the world.” They implement this mission statement by following a business strategy that:


• puts franchisees and Company-owned stores at the foundation of all their thinking and decisions;


• emphasizes their ability to select, develop and retain exceptional team members and franchisees;


• provides a strong infrastructure to support their stores; and


• builds excellent store operations to create loyal customers.

They adhere to the following guiding principles, which are based on the concept of one united brand, system and team:

• putting people first;


• demanding integrity;


• striving to make every customer a loyal customer;


• delivering with smart hustle and positive energy; and


• winning by improving results every day.


• Grow their leading position in an attractive industry. 

To be the best pizza delivery and carry-out are the largest components of the Malaysia Best in pizza category. They are also highly fragmented pizza delivery, through which a majority of their retail sales are generated, had sales of $10.9 billion in the twelve months ended November 2008. As the leader in U.S. pizza delivery, they believe that their convenient store locations, simple operating model, widely-recognized brand and efficient supply chain system are competitive advantages that position us to capitalize on future growth.


Carry-out had $13.8 billion of sales in the twelve months ended November 2008. While their primary focus is on pizza delivery, they are also favourably positioned as a leader in carry-out given their strong brand, convenient store locations and quality, affordable menu offerings.

DOMINO'S PIZZA MANAGEMENT TEAM

	Don Meij Group Chief Executive Officer/Managing Director After starting as a pizza delivery driver in 1987 in Redcliffe, Queensland, for Silvio's Dial-a-Pizza ("Silvio's") while studying to be a high school teacher, Don fell in love with the business and slowly worked his way up the ranks for the years to come. Future positions included; Store Manager (1989) followed by Area Manager, State Operations Manager and Director of National Operations (1991-1993). In 1993, Silvio's purchased Domino's in Australia and Don became General Manager. The Domino's and Silvio's brands were operated separately. In 1996 Don became a Domino's franchisee and built a network of 17 stores, before vending his stores into Domino's in 2001 to become Chief Operating Officer (2001) then Group Chief Executive Officer (2002).  In May 2005, Don led Domino's to become Australia's first publicly-listed pizza chain on the ASX. Don has won a number of industry awards including; The Ernst & Young Entrepreneur of the Year 2012 Northern Region Listed Company, The Ernst & Young Australian Young Entrepreneur of the Year 2004,  Australian Institute of Management (AIM) Professional Manager of the Year 2004 (Qld) and the 2002 Qld Retail Franchise. Don's international Domino's awards include; Chairman's Award for Outstanding Leadership in the Domino's worldwide network 2004 and Pizza International Manager of the Year 1996. Today, Domino's is the market leader in Australia and New Zealand, with strong business in the France, Belgium, the Netherlands and Japan markets. With over 1450 stores to the Domino's Pizza Enterprises, Don has never been so determined to continue the growth and success of the brand that has already come so far.    For more information on Don Meij and his journey with the Domino's brand please visit www.donmeij.com
	Richard Coney Group Chief Financial Officer Richard Coney is Domino's Group Chief Financial Officer, responsible for the Company's financial accounting, planning and reporting, treasury, tax, Company Secretary, Investor Relations, Legal and IT.   During his 21 years with Domino's, Richard has played an integral role in the IPO (Initial Public Stock Offering) and European acquisitions when the Company purchased Domino's France, Belgium, The Netherlands and the Principality of Monaco. Additionally in August 2013 Richard helped orchestrate Domino's 75% acquisition of Domino's Japan.  He holds a Bachelor of Management Studies and is a Chartered Accountant with over 29 years of experience.
	Andrew Megson Chief Operating Officer - Australia and New Zealand  With over 30 years of experience in the pizza industry, Andrew Megson knows Domino's back to front after commencing with the Company in July 1985 when it was Silvio's Dial-A-Pizza. The second longest standing member of Domino's, Andrew has personally seen the Company grow from 12 stores in Australia to over 1450 stores internationally, spanning across sixcountries; Australia, New Zealand, France, Belgium, The Netherlands and Japan. During his time with Domino's Andrew has held a variety of roles across the business, including; Trainee Manager, Licensee, Franchisee, Area Supervisor, State Operations Manager, Corporate Store Area Manager, Franchise Consultant and National Franchise Operations Manager. In June 2006, Andrew was appointed as CEO of the newly acquired Domino's Pizza Netherlands business.  In April 2013, Andrew was appointed Domino's new European CEO. In this role he oversaw Domino's growth and expansion in the Netherlands, France and Belgium. Late 2013 Andrew accepted the position of Domino's Australian and New Zealand COO.
	Scott Bush General Manager New Zealand Starting his career as a pizza delivery driver in 2003, Scott was promoted to store manager within just two months. Under his leadership the store increased its average sales by more than 50% per week. Following this early success, he was then promoted to a franchise consulting role, where he immediately set about opening two new stores in Mt Gambier and Mildura within 12 months. Along with increasing the average weekly sales of these stores, he also purchased four stores in his hometown of Canberra. Since 2011, he has owned and co-owned 18 stores in total. From there he took up the position of state corporate operations manager for the New South Wales and Australian Capital Territory markets in Australia. During his tenure Bush helped grow sales and improve profits through exceptional customer service in a number of Domino's pizza stores.  Scott's passion for good customer service has seen him make an impressive impact on the business and lead to him taking up the role of New Zealand General Manager in August 2013. In this role Scott manages the New Zealand market, focusing on growth and strong customer service.
	Nick Knight Australia and New Zealand Operations Manager From pizza delivery driver to multi network franchisee, Nick Knight had the largest network of stores of any franchisee in 2012. As a successful franchisee Nick won Domino's top award, the prestigious Golden Franny, from Domino's International three times. Early 2013 saw Nick make the move from franchisee to Corporate Operations Manager, overseeing the operations of Domino's Pizza Enterprise's 80 corporately run stores. In August, 2013 Nick was promoted to the role of ANZ Operations Manager, for all franchise and corporate stores. As ANZ Operations Manager Nick oversees all Development and Operations for Australia and New Zealand. Nick brings a wealth of knowledge and experience to Domino's Executive Team.
	Allan Collins Chief Marketing Officer - Aus/NZ  Allan joined Domino's as Chief Marketing Officer in January 2007, and has 22 years of experience in consumer and retail marketing. Prior to joining the Domino's Pizza team, Allan has held previous positions as Director of Marketing for Red Bull Australia and Marketing Manager for Diageo responsible for the Johnnie Walker Scotch Whiskey portfolio and Stolichnaya vodka. During Allan's time at Diaego he orchestrated the launch of some of Australia's most successful ready to drinks.  Allan holds a Bachelor of Business (Marketing) from the Edith Cowan University in Western Australia where he graduated with distinction. During his time at Domino's Allan has busted fast food industry myths, spearheaded Domino's most successful product launch in the past 20 years and taken a traditional delivery pizza company and transformed it into Australia's most sophisticated online and digital retailer. Additionally Allan is the major marketing stategist for Domino's Japan, France, Belgium and the Netherlands. In November 2013 Allan was awarded with the prestigious Marketing Executive of the Year Award by CEO Magazine.
	Michael Gillespie Group Chief Digital Officer  As a newly created position for Domino’s Pizza Enterprises Limited, Michael is responsible for managing the online strategic growth in-line with the brand’s promotional rollout across all six markets.  Michael holds a Bachelor of Commerce, Majoring in Marketing from Griffith University, where he received three consecutive Annual Griffith Awards for Academic Excellence Awards during his degree.  With almost 13 years experience in online marketing and strategy, Michael is well-diversified in his ability to adopt forward-thinking experience and knowledge in the online space to ultimately build sales momentum and take Domino’s digital vision to the next level.    Michael’s experience with the Domino’s brand spans over eight years. During this time his vision and commitment have helped Domino’s transform from a pizza delivery company into Australia’s most sophisticated online and digital retailer, with several advanced online ordering platforms and online initiatives.
	John Harney Group Chief Procurement Officer John joined Domino's in 2004 and has over 28 years experience in both retail and industrial procurement and supply chain. He is responsible for the delivery of all elements of Domino's Australia, New Zealand and European Procurement and supply chain. In his 11 years with Dominos John has been instrumental in delivering our incredible store and sales growth. Prior to joining Domino's, John held procurement positions with ICI in Asia and manufacturing roles with Unilever in Australia. John graduated from Swinburne University with a Bachelor of Engineering (Mech) and also has a post Graduate Diploma in Marketing from Monash University.
	Craig Ryan General Counsel and Company Secretary Craig Ryan joined Domino's in 2006 as General Counsel and Company Secretary, where he is responsible for the Legal Department, Company Secretarial, Industrial Relations and Human Resources functions of the company. His role entails drafting and negotiating commercial agreements, supervising store transactions, dealing with ASX-related issues, assisting the Board with governance matters and supervising the production of the Annual Report. He is also a trustee of the Partners Foundation which assists Domino’s team members in times of need.
	Wayne McMahon Group Chief Information Officer Wayne McMahon is Domino's Group Chief Information Officer, responsible for overseeing strategic and operational aspects of Domino's Technology and ensuring appropriate technologies are employed in the Domino's environment to bring efficiencies and new ways to engage the company's customers. Since joining Domino's, Wayne has enjoyed setting some new challenges for himself and the business, with the main goal to continue to deliver information technology solutions that lead to truly world-class capability. In February 2013 Wayne was awarded the prestiguous Retail Chief Information Officer of the year by iTnews.
	Vanessa Parker Group Financial Controller Vanessa Parker is Domino's Group Financial Controller, responsible for overseeing the departments that make up the finance areas of the business and leading and mentoring the team to ensure each department functions to its best capacity. She is responsible for producing critical financial reports and managing the Company's tax compliance, internal controls, system stability and financial improvements. Vanessa has held key financial positions at Price Waterhouse Coopers and Michael Hill Jewellers. She was born and bred in South Africa, moving to Australia in 2004. Vanessa holds a Bachelor of Commerce from Stellenbosch University (Cape Town, South Africa) and a Postgraduate Degree in Chartered Accounting from Natal University (Durban, South Africa) and is a chartered accountant registered with the Institute of Australia.
	Pat McMichael Chief Development and Franchising Officer In August 2010, Pat McMichael took on the role of Chief Development and Franchising Officer following his time as Australia/New Zealand Franchise Development Manager for Domino's. He is responsible for the continued development of new franchisees in Australia and New Zealand in both new and existing stores and overseeing the Company's store development projects. Since joining Domino's in 1990, Pat has held a variety of roles across the business including; Store Manager, Area Manager, Franchise Consultant, National Property Manager, Multi Unit Franchisee, Market Manager, New Concept Development Manager and International Business Consultant (Domino's Pizza International). Pat's vision and determination have been pivotal to Domino's growth and development. He has seen Domino's go from 31 stores to now 1450 stores across six countries.
	Andrew Rennie CEO Europe Andrew's Domino's journey began in 1994 when he moved to Darwin and purchased his first franchise store with the Company, Silvio's Dial-A-Pizza Palmerston (now Domino's). Within 18 months, the store had become the number one sales store in the country and went on to win many company awards. After ten years operating thirteen franchised stores, Andrew merged his stores with Domino's in 2004, became a shareholder and joined the corporate team as National Corporate Operations Manager. Andrew spent four years as President of France and Belgium where he helped transform and grow the Brand from 93 to 200 stores, to become the largest pizza company in the country. In August 2010 Andrew relocated back to Australia to take up the new position of Chief Operating Officer (COO). In August, 2013 Andrew was promoted to the role of CEO for Australia and New Zealand, where he oversaw all development, marketing and operations. In late 2013 Andrew was appointed to the role of European CEO. He will return to Europe in January 2014 to run the Nethlands, France and Belgium.  Andrew has a wealth of knowledge at all levels of the of the Domino's business which enables him to bring real life experience to all situations.
	Scott Oelkers President & CEO of Domino's Pizza Japan Scott Oelkers has been the President & CEO of Domino’s Pizza Japan since February, 2010.  The rapid growth achieved in Japan in the first three years of his tenure led to the DPE acquisition.  Scott previously served as a member of the board of directors from 2002-2006.  Scott was formerly the President & CEO of PizzaVest Ltd. from 1992-2006.  During his tenure as CEO, the company grew from 6 to 140 stores in Taiwan, and opened stores in Thailand, Indonesia, Malaysia, the Philippines and China. He remains a member of the board of directors.  Scott previously served as Vice President / Pacific Rim for Domino’s Pizza International.  He also served as Director of International Purchasing and Development, Domino’s Pizza Distribution International. In total, he has been involved with Domino’s Pizza for over 28 years.  Scott is also the former COO of Yamagata Corporation; his focus was the operational, marketing and organizational aspects of its portfolio companies.  Scott earned a Bachelor of Arts, Summa Cum Laude, with majors in both Economics and Chinese, from the University of Minnesota. He also holds a Master of International Management, The Thunderbird School of Global Management. Scott is fluent in Mandarin Chinese.

DOMINO'S PIZZA HISTORY IN MALAYSIA

Domino’s Malaysia – Milestones’s and Achievements

1997: Tom Monaghan, the founder of Domino's Pizza Inc, officially launched Domino's Pizza Malaysia in September 1997.

1998: The Crunchy Thin Crust™ pizza was introduced storewide.

Domino's Malaysia's commissary was recognized in the Annual Domino's International Audit as the Best Commissary in Asia Pacific.

Domino's Malaysia embarks on its first community programme, the 'Domino's Points for Pizza Programme' in support of education. Domino's partners in this 6-month programme were Hewlett Packard and Insoft.

Domino's Malaysia holds the first Fastest Pizza Maker Competition.

1999: Launch of Domino's delivery number "1300-888-333"

In December, Domino's expanded its operations to the state of Johor with the opening of 3 stores concurrently.

Domino's Malaysia embarks on another 6-month charity campaign and aids two charitable homes, Rumah Ozanam and Montfort Boys Town through the Domino's Community Support Programme by raising a total of RM20,000 for both homes.

Keeping true to their commitment to work and road safety, Domino's Malaysia organized the first Domino's Safety Rodeo to instill sound driving habits and knowledge in their delivery riders. Tan Sri Dato' Lee Lam Thye, Chairman of NIOSH officiated the event.

The 'Domino's Millennium Gold Card' launched in November. The card offers a Buy 1 Free 1 privilege.

2000: Launch of our first pasta-based side item, "Spaghetti Chicken Bolognese"

Launch of our first dessert side item, Domino's Premium Ice Cream, available in Chocolate and Vanilla flavors.

2 Uniquely Malaysian pizza flavors, "Spicy Sambal" and "Flaming Tuna" were introduced featuring a sambal sauce in place of tomato pizza sauce.

2001: In July Domino's opens Gurney Plaza in "The Pearl of the Orient", Penang.

A second "dessert" was added to the local menu with the introduction of "CinnaStix" - a tasty dessert treat of cinnamon bread sticks.

The latest oven-hot sensation "Chicken Lasagna" is introduced.

2002: Banana Kaya Dessert, a delectable offering of kaya, banana slices and icing sugar on a pizza crust, is introduced. A product uniquely Malaysian.

2003: Domino's launches Malaysia's first fastfood on line ordering portal (recognized by the Malaysian Book of Records).

2004: Double Decker Crust is launched - a base of 2 Crunchy Thin Crust ™ with a layer of creamy cheddar cheese sauce sandwiched inbetween.

2005: Domino's partners with Dato' George Ting resulting in rapid store expansion.

Domino's arrives in Seremban with the opening of its Yam Tuan store.

2006: Domino's opens its second store in Penang, Taman Inderawasih Prai.

Syed Zubair Abdul Hamid, a Domino's pizza employee sets a new record for "Fastest Pizza Maker", making 3 Large pizzas in 69 seconds. (Recognized by the Malaysian Book of Records).

2007: Domino's celebrates it's 10 Year Anniversary.

2008: Domino's Express Card was launched in January, replacing the Millenium Goldcard, this card offers a Buy 1 Pizza Free 1 pizza privilege.

The New York crust was introduced to the Malaysian market. This featured the very first extra-large 15-inch pizza by an international franchise pizza brand in Malaysia.

2009: Domino’s launched its "Incredible Meals" from RM10 per person.

The "Terminate Your Hunger" campaign brought Domino’s & the Terminator franchise together, a first of its kind collaboration for Domino’s. RM40,000 was raised for Hope Worldwide Malaysia’s "Food for the Poor" program through out charity screening of "Terminator Salvation" movie.

DOMINO'S PIZZA BACKGROUND

Early years

In 1960, Tom Monaghan and his brother, James, purchased DomiNick's, a small pizza store in Ypsilanti, Michigan, near Eastern Michigan University. The deal was secured by a $500 down payment, and the brothers borrowed $900 to pay for the store. The brothers planned to split the work hours evenly, but James didn't want to quit his job as a full-time mailman to keep up with the demands of the new business. Within eight months, James traded his half of the business to Tom for the Volkswagen Beetle they used for pizza deliveries. By 1965, Tom Monaghan had purchased two additional pizzerias; he now had a total of three locations in the same county. Monaghan wanted the stores to share the same branding, but the original owner forbade him from using the DomiNick's name. One day an employee returned from a pizza delivery and suggested the name Domino's. Monaghan immediately loved the idea and officially renamed the business Domino's Pizza, Inc. in 1965. The company logo originally had three dots, representing the three stores in 1965. Monaghan planned to add a new dot with the addition of every new store, but this idea quickly faded, as Domino's experienced rapid growth. Domino's Pizza opened its first franchise location in 1967 and by 1978 the company expanded to 200 stores. In 1975, Domino's faced a lawsuit by Amstar Corporation, the maker of Domino Sugar, alleging trademark infringement and unfair competition. On May 2, 1980, the Fifth Circuit Court of Appeals in New Orleans found in favor of Domino's Pizza.

International Expansion

On May 12, 1983, Domino's opened its first international store, in Winnipeg, Manitoba, Canada. That same year, Domino's opened its 1,000th store overall. In 1985, they opened their first store in the United Kingdom in Luton. Also in 1985, Domino's opened their first store in Tokyo, Japan. By 1995, Domino's had expanded to 1,000 international locations. In 1997, Domino's opened its 1,500th international location, opening seven stores in one day across five continents. From 2007 to 2012, Domino's gradually established a presence in India with at least 1,000 locations by 2012. By 2014 the company had grown to 6,000 international locations and was planning to expand to the pizza's birthplace, Italy. CEO Patrick Doyle in May 2014 said the company would concentrate on its delivery model there.

Sale

In 1998, after 38 years of ownership, Domino's founder Tom Monaghan announced his retirement, sold 93 percent of the company toBain Capital, Inc. for about $1 billion, and ceased being involved in day-to-day operations of the company. A year later, the company named David A. Brandon CEO.

Current Era

In 2004, after 44 years as a privately held company, Domino's began trading common stock on the New York Stock Exchange under the ticker symbol "DPZ". Industry trade publication Pizza Today magazine named Domino's Pizza "Chain of the Year" in 2003, 2010, and 2011. In a simultaneous celebration in January 2006, Domino's opened its 5,000th U.S. store in Huntley, Illinois, and its 3,000th international store in Panama City, Panama making 8,000 total stores for the system. In August 2006, the Domino's location in Tallaght,Dublin, Ireland, became the first store in Domino's history to hit a turnover of $3 million (€2.35 million) per year. As of September 2006, Domino's has 8,238 stores worldwide, which totaled $1.4 billion in gross income.