Maintaining Pizza Hut's 30-Minute Delivery Promise with Effective Web Testing

Website Dependency

38% of Pizza Hut UK's home delivery business relies on online orders, making smooth website functionality crucial for customer satisfaction.

Scale of Operations

With 700 stores and 16,000 employees across the UK, PMC’s testing ensures that both franchise and company-owned locations can deliver consistently.

Frequent Updates

Pizza Hut updates its website every eight weeks, requiring rigorous testing of complex menu options, including "half-and-half" pizzas and limited-time offers.

Challenge

Ensuring seamless web experience amid frequent updates

With 38% of its home delivery orders coming through its website, Pizza Hut (UK) Ltd required a stringent web testing process to ensure smooth operations. Pizza Hut updates its site every eight weeks, making it essential that the online experience delivers hot, fresh food to customers on time. With 700 stores across the UK and 16,000 employees, the brand needed flawless service to maintain its 30-minute delivery promise.

John Zray, Online Delivery Manager at Pizza Hut UK, we simply don't have time for issues with the web site. Some online retailers have the luxury of 24-hour or longer delivery times – we have 30 minutes. Our online customers contact us when they want a pizza and they want it fresh, hot and on time. For us that's all part of the customer experience."

Approach

Customized testing for frequent updates

Pizza Hut’s menu changes every eight weeks, requiring bespoke web development and testing. PMC handled this with User Acceptance Testing (UAT), ensuring the site could process various pizza combinations, ‘Everyday Value Deals,’ and ‘half-and-half’ pizzas smoothly. PMC tested the site across all major browsers, including Internet Explorer, Firefox, Safari, and Chrome, ensuring a consistent customer experience.

Solution

Bespoke testing ensures uninterrupted service

PMC’s UAT included comprehensive testing of all products and features two weeks before each site update. By testing various pizza configurations and discount offers, PMC ensured that customers experienced no issues while ordering. This rigorous approach helped maintain an intuitive and user-friendly web interface across all browsers.

Outcome

Flawless performance during peak times

Thanks to PMC’s testing, Pizza Hut delivered a seamless online experience, even during high-traffic periods. Martin Kitwood, IT Director at Pizza Hut, noted that any failure could negatively impact customers and franchise businesses, making reliable testing crucial.

John Zray praised PMC’s efficiency, saying their expertise sped up implementation and minimized disruption. Looking ahead, Pizza Hut plans to expand its online ordering channels, with confidence in PMC’s testing program.

Going forward, we are looking at how to improve the customer ordering ‘journey’ based on what we’ve learned over the years, and we also want to ensure that our customers find it as easy to order our products from a ‘smart phone’ as they do from their PC, laptop or tablet.

John Zray

Online Delivery Manager, Pizza Hut UK

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