KUALA LUMPUR: Domino's Malaysia spearheads food delivery as it invests in improved solutions to better respond to consumer needs.
Domino's said this includes enhancing digital platforms and strengthening its position as the pizza delivery expert.
Globally known as the 'Pizza Delivery Expert', Domino's puts itself in the shoes of its patrons and goes the extra mile to understand customer requirements and, by doing so, never cancels on orders.
That's not all, Domino's has taken its pledge seriously, and if the delivery time of a particular order exceeds 30 minutes, customers will receive a coupon for a free regular pizza that can be used on a subsequent order.
"We call ourselves the 'pizza delivery expert' because we know how much the food and delivery experience means to Malaysians.
"We ascertain that we deliver on every aspect, from the taste experience to the speed of service at which the customer receives their pizzas hot every time.
"Part of being an expert in delivery is also to understand customers' sentiments around delivery charges, which is why we endeavour to deliver our pizzas free of charge," said Domino's Pizza Malaysia chief executive officer Shamsul Amree.
Since establishing its footprint in Malaysia for over two decades, Malaysians today still gravitate towards Domino's as their preferred pizza delivery company on any occasion, convenience and comfort alike.
Recently an on-ground street survey was conducted to reach out to customers in the form of a vox pop interview, to understand the pain points and narrow gaps concerning the ideals of food delivery service.
The quality of food, order reliability, speed of delivery service as well as delivery charges were among the feedback gathered.
According to the survey, 90 per cent of Malaysians order food deliveries and prefer it served both fast and free, while seven out of 10 locals also state that Domino's has the quickest delivery time.
"It is also found that Malaysians, on average, look forward to food delivery as a value-added service or in some instances, are willing to pay no more than RM5 for it, and would prefer to wait for no more than 30 minutes for their food.
"When asked about their less-than-ideal experiences, delayed delivery, presumably due to high traffic and poor weather, as well as cold food, were common grouses among the respondents," it added.