USA: Papa John's first pizza chain to offer nationwide online ordering

By Press Release | 10 January 2002

LOUISVILLE, Ky.--(BUSINESS WIRE)--Papa John's International (Nasdaq: PZZA - news) is reaching out to internet users by offering its customers online ordering from more than 2,500 domestic Papa John's restaurants, including Alaska and Hawaii. Papa John's is the first national pizza company to offer online ordering throughout its entire domestic restaurant system.

"Allowing our customers another method for ordering our product is important to our business," said John Schnatter, Papa John's Founder and Chief Executive Officer. "Online ordering is fast and easy and doesn't take our eye off operations. It may even help make us more focused on operations by giving the customer exactly what they want."

Papa John's is also the first pizza chain to bring the entire online ordering system in-house. With the system maintained internally, Papa John's controls the technical aspects of the process. With the collection and analysis of data on customer purchasing habits and menu selection through its online ordering system, Papa John's is able to offer customer-preferred specials and promotions.

"We've been very satisfied with the growth of our online business," says John Black, Vice President of Information Services at Papa John's. "We've reached our first year sales projections and are on target for 2002. We are very pleased with our progress to date."

When a customer visits, a prompt to register for online ordering is seen - a free service offered to customers. Upon registration completion, customers may browse the menu and place an order. Typically five to seven online pizza specials are available in addition to the regular Papa John's menu. After an order is placed, the customer is sent a confirmation via email itemizing the order, the transaction price including local sales tax, and an estimated delivery or carry-out time. Customers also have the option to receive email notices about upcoming promotions and online specials.

Approximately 75% of Papa John's online orders are from repeat customers. Black states that online customer research and feedback has shown that customers prefer ordering via the Internet because they like 1) seeing the entire Papa John's menu; 2) being able to progress at their own pace; and 3) being in control of their ordering process.

In the two most recent surveys (1999 and 2000), Papa John's received the highest ratings among all national fast food restaurants in The American Customer Satisfaction Index survey conducted by The National Quality Research Center at the University of Michigan Business School.

At January 7, 2002 there were 2,729 Papa John's restaurants (601 company-owned and 2,128 franchised) operating in 47 states and nine international markets. Papa John's also owns or franchises 193 Perfect Pizza restaurants (3 company-owned and 190 franchised) in the United Kingdom. For more information about the company or to order to pizza online, visit us at

Sectors: Multichannel

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