According to a recent report released by Canstar Blue, pizza is Australians’ favourite type of take-away food, and overall Pizza Capers produces more satisfied customers than Crust, Domino’s, Eagle Boys and Pizza Hut. 

For the third year running the Retail Food Group (RFG) chain took out Canstar’s Most Satisfied Customers Award – Pizza Stores after it received five stars for overall customer satisfaction, meanwhile Crust, Domino’s and Eagle Boys were awarded four stars and Pizza Hut received three.

Category breakdown:

Every chain was eligible to receive five stars across each of the following categories. 

• Value for money: Eagle Boys was recognised as the most affordable pizza chain, followed by Pizza Capers, Dominos and Pizza Hut who were awarded four stars, and Crust, which finished with three.
• Service when ordering: Pizza Capers took out the service category, which accounts for online, phone and face-to-face ordering, meanwhile Eagle Boys earned a four star rating and Crust, Pizza Hut and Dominos received three stars.
• Deals available: respondents found Domino’s offers the best deals, followed by Pizza Hut and Eagle Boys who achieved four stars. Pizza Capers scored three stars and Crust received two.
• Delivery: both Crust and Dominos tied in this category, with both receiving five stars. Eagle Boys and Pizza Hut received four stars meanwhile Pizza Capers received three.
• Variety of menu items available: respondents found Pizza Capers and Crust offer the best variety, followed by Eagle Boys and Dominos, who received four stars each, and then Pizza Hut, which received three.
• Taste of pizza: Pizza Capers took out the taste category with five stars, Crust came in second place with four stars and Eagle Boys, Dominos and Pizza Hut all achieved a three star rating.

Purchasing habits

The report found value is a particular priority for customers – half of respondents stated they never pay full price for a pizza, instead opting to use discount vouchers or make purchases only when their chain of choice is running a special promotion.

In addition, just under half or 45 percent plan for leftovers by ordering more pizza than they will eat in the one sitting.

Forty percent said they choose the same pizza variety each time, and on a gender by gender basis 46 percent of women prefer the same topping meanwhile 34 percent of men place a consistent order.

Canstar’s survey results reaffirm one of the key points IBISWorld raised in its Pizza Restaurants and Takeaway in Australia industry report, whereby it identified innovation is one of the key pillars to success in the pizza industry.

The survey revealed two in five people find specialty pizza crust options such as the extra cheesy or hotdog crust to be especially appealing, and more than a third of respondents are confident a single piece of pizza showcases all of the food groups.

Image: Canstar Blue

The survey was conducted by Colmar Brunton on behalf of Canstar Blue and it involved 1,450 Australians who had purchased pizza from a specialist chain pizza store/restaurant in the last three months.