¶ Every day Dodo Pizza delivers tens of thousands of orders. Sometimes things don't go as planned. We are always ready to rectify mistakes, but people often don't want to waste their time on complaints and arguments.

In the summer of 2018 we decided to give our customers the option to easily praise or criticize us via our mobile app.

We've also decided to use this feedback to give every pizzeria a rating, which is displayed openly on the website for customers to see. An honest and open rating is the best motivation to improve and learn from your mistakes.

The feedback feature in the app was launched in Russia in January 2019. And in July, every pizzeria was given a rating of one to five stars, based on the marks received in the previous seven days.

When an order is made through the app, the customer can immediately rate it on a scale of one to five stars. If the score is less than five, you can choose from a list of typical problems, write a comment, and attach pictures. The app reminds the customer of the rating option a few hours after the order is made. In six months we’ve received more than a million reviews. Our average score is 4.8 out of 5.

Information regarding the score given and the customer’s comments go immediately into our feedback processing system. The pizzeria manager contacts the customer within a day and helps solve the problem. Sometimes it’s enough to listen to the customer’s complaints and apologize, sometimes it’s better to send a gift or even refund the whole order. The decision is up to the manager who follows the company guidelines. We make sure no complaint goes unanswered.

People are used to rating goods and services on a five-star scale. We see these ratings in online stores. They help us choose the best possible option. Now Dodo Pizza customers can also see their pizzeria’s rating based on the average score other clients have given it over the last seven days. It is an honest rating and it shows things how they really are; if a pizzeria receives bad reviews, we don’t try to make it look better than it is, we show the truth. For a pizzeria to maintain its customer base it needs a good rating. And there is only one way to improve it: to serve a superb product.