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Beating its pizza competitors and the world’s top hamburger and other quick-service chains, Papa John’s, for the sixth consecutive year, has claimed the top spot in customer satisfaction according to the 2005 American Customer Satisfaction Index (ACSI) released today. According to the ACSI, conducted by The National Quality Research Center at the University of Michigan Business School, Papa John’s improved its top-ranking score from last year by 2 points to 78, widening its leadership position by 7 points over each of its two larger competitors, Pizza Hut and Domino’s. “We have a fundamental belief that if you serve a superior-quality pizza with excellent service and value, the customer will reward you with repeat business,” says John H. Schnatter, Papa John’s founder and chairman. “A satisfied customer is a loyal customer, and a loyal customer base is critical to the success of our business. We thank consumers for this distinction, and we thank our franchise and corporate restaurant operators for continuing to uphold our ‘Better Ingredients, Better Pizza’ brand promise.”
In the 2005 ACSI survey, Papa John’s earned the top rating in overall customer satisfaction, as well as in each of the individual rating categories of: product quality; service quality; perceived overall quality; and customer expectations. ACSI is a national economic indicator of satisfaction with the quality of products and services available to U.S. household consumers. In the survey, current customers of the companies included were asked questions about their expectations and perceptions of value and quality. Complete survey results may be viewed at www.theacsi.org.