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Meet Your New Management Team: Your Customers. New System Lets Businesses Instantly Process & Respond To Customer Input

— February 21, 2003

SAN DIEGO, CA February 19, 2003 -? Customers. We don?t ask for much. Just a little service. Just a little respect. Yet, for some unfathomable reason, countless companies that depend on our business still treat us like a necessary evil, an inconvenience to be tolerated at best and ignored at worst. Fortunately, an increasing number of companies are realizing that their only hope of surviving ? much less, thriving – is to listen to what their customers have to say, and to respond quickly enough to ensure that those same customers don?t take their business elsewhere.

Offering customers a chance to have their concerns heard, addressed and remedied almost immediately is a company called Qualistics ( in San Diego. Thanks to the company?s breakthrough Customer Loyalty Management (CLM) solution, now being utilized in Donatos Pizzeria restaurants (a McDonald’s company) across the U.S., companies can capture, analyze and implement timely customer satisfaction data to continually refine their operations and level of customer satisfaction nationwide.

Unlike conventional market research technologies such as telemarketing and mystery shopper services, Qualistics? core customer ?touch point? is an inbound Interactive Voice Response (IVR) system. Qualistics system can also import and analyze data from virtually any customer touch point (including mystery shopping programs, outbound call centers and the Web). In Donatos? case, customers receive a coupon for a free pizza (for every 25th caller), which can only be redeemed if they call a toll-free number and answer a few brief questions regarding their Donatos? experience. Qualistics? IVR system enables Donatos to capture thousands of these surveys each day, assessing customer response to vital issues such as product quality, on-time delivery, and overall satisfaction so that immediate corrective action can be taken on a daily basis.

?Mystery shoppers and telemarketing surveys cost $ 15 to $ 20 per survey making it cost prohibitive to collect enough surveys to have validity,? says John Potenza, Qualistics Founder and CEO. ?Qualistics? IVR service costs less than $ 1 per survey, making it possible to collect enough surveys on a continuous basis to produce customer feedback that is accurate and highly actionable.?

With Qualistics? Customer Loyalty Management System, customer responses are automatically captured, analyzed, scrubbed for accuracy, and distributed back to Donatos via email, Internet, or fax.

In addition, complaints and other critical data are reported immediately to individual stores, empowering local managers to address concerns and pursue customer satisfaction on a one-to-one basis. Business intelligence (improvement tips, industry statistics, training modules, etc.) is built into survey reports to provide actionable information along with coaching on how to best use the information. Reports are color-coded based on goal achievement (gold, green, yellow, red) to quickly understand performance.

?As an organization that prides itself on service, we have always had internal mechanisms in place to ensure and encourage operational excellence,? says Dave Muenz, EVP of Concepts and Restaurant systems for Donatos. ?Qualistics gave us the ability to monitor our operations from the most import perspective – our customers? ? which has resulted in increased profits and customer retention.?

About Qualistics

Formerly known as Survey Express, San Diego based Qualistics ( is a leading provider of customer satisfaction survey technologies and services that generate customer loyalty. Qualistics? Customer Loyalty Management System continuously collects, analyzes and shares customer satisfaction information so that companies can effect changes to improve their operations based on customer input. Qualistics clients include Bell South, Dominos Pizza, Shoneys, Donatos and other multi-location businesses across the country. For more information, please contact the company at 888-755-4307.

About Donatos

Donatos Pizzeria, founded in 1963 by Jim Grote, has become of one of the fastest growing pizza chains in the country, while maintaining the same small-town pizzeria principles that attributed to its success. Recently named Pizza Enterprise Industry of the Year by Pizza Marketing Quarterly, Donatos has over 175 stores and 5,000 employees in the U.S. and in Munich, Germany. Donatos’ menu includes a selection of award-winning pizzas, oven baked subs, salads and appetizers. For more information, log on to


J.P. Lincoln

Crier Communications, Inc.

310|274-1072 x201

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