CUSTOMER

INSIGHTS
INTERVIEWS WITH PIZZERIA PATRONS
 INTRODUCTION
THIS REPORT AIMS TO ANALYZE CUSTOMER SATISFACTION
AND PREFERENCES BASED ON INTERVIEWS CONDUCTED WITH
PATRONS OF FOUR DISTINCT PIZZERIAS. OUR GOAL IS TO
HIGHLIGHT THE STRENGTHS AND AREAS FOR IMPROVEMENT
AT EACH LOCATION

GHATKOPAR VIDHYAVIHAR KURLA

DEMOGRAPHICS

- AGE RANGE :
“CUSTOMERS RANGED FROM 18 TO 65
YEARS, WITH THE MAJORITY FALLING IN THE
25-40 AGE GROUP.”

- GENDER DISTRIBUTION :
“WE OBSERVED A BALANCED SPLIT
BETWEEN MALE AND FEMALE
RESPONDENTS.”

- FREQUENCY OF VISITS :
“ABOUT 40% OF CUSTOMERS REPORTED
VISITING WEEKLY, WHILE 30% VISITED
MONTHLY.”
 weekly monthly
60
HOW OFTEN DO
50 YOU VISIT THIS
40
PIZZERIA?
Customer visit frequency is a crucial
30 metric for understanding engagement
with a pizzeria. A significant portion of
20 patrons treat their visits as a weekly
tradition, indicating a strong loyalty to
10 their favorite establishments. For
instance, many families have pizza night
as part of their weekly routine, creating
0
sbarro pizza hut jamie's pizza local shop lasting memories and community ties.
 sbarro pizza hut jamie's pizza HOW LONG HAVE
local shop
sbarro
YOU BEEN COMING
16.7%
TO THIS PIZZERIA?
pizza hut
The length of time customers have been
8.3% visiting a pizzeria can reflect brand
local shop
loyalty and customer satisfaction. Many
50% patrons form emotional connections
with their preferred pizzerias, often
influenced by factors such as positive
experiences and quality of food. A
strong percentage of loyal customers
jamie's pizza indicates that these establishments have
25%
successfully met their needs over the
years.
 WHAT FACTORS INFLUENCE YOUR CHOICE OF PIZZEREIA?
Customers prioritize several factors when
choosing a pizzeria. Taste stands out as the
primary influence, with many expressing a
strong desire for flavorful and high-quality
options. Price is also crucial, as customers
look for good value that fits their budget.
Convenience plays a significant role,
especially regarding proximity to home or
work, making it easier for customers to dine
in or order takeout. Additionally, the
ambiance of the restaurant enhances the
overall dining experience, contributing to
the appeal of a pizzeria. Lastly, promotions
and special offers can effectively sway
customer decisions, drawing in patrons
who appreciate good deals.
 DO YOU TYPICALLY DINE ALONE OR
WITH SOMEONE ELSE?
DINE ALONE DINE WITH OTHERS
The social aspect of dining is
evident in customers' preferences.
DINE ALONE
Many individuals see pizza as a
35%
meal best enjoyed with others,
leading to a lively dining
atmosphere. This trend suggests
that pizzerias could benefit from
creating environments that
DINE WITH OTHERS
65% encourage group dining, such as
family-style seating or sharing
platters.
 RATE YOUR CUSTOMER SERVICE EXPERIENCE

Customer service is vital to the dining experience. High service ratings

indicate a restaurant's ability to meet expectations and enhance customer
loyalty. Positive interactions lead to repeat visits and recommendations,
making excellent service crucial for success.
 90% 80% 70% 60%

PIZZA HUT SBARRO JAMIE'S PIZZA LOCAL SHOP

HOW WOULD YOU RATE THE FRIENDLINESS AND

HELPFULNESS OF THE STAFF?
 DID YOU FIND THE STAFF
KNOWLEDGEABLE ABOUT PRODUCTS?
Staff knowledge is vital for enhancing the
customer experience. Many patrons at Sbarro
reported that 80% of staff were well-informed,
providing helpful recommendations for dietary
preferences. In contrast, only 50% of customers at
the local Ghatkopar shop felt the staff had
sufficient knowledge, which led to some
dissatisfaction. This emphasizes the need for
effective training to improve customer
interactions
 WERE YOU SATISFIED WITH THE
SPEED OF SERVICE AT CHECKOUT?

The speed of service,

particularly during checkout, CONCERNS ABOUT SPEED
35%

plays a crucial role in customer

satisfaction. Customers expect
a swift and efficient
experience, especially during
peak hours. Delays can lead to SATISFIED
65%

frustration, making it essential

to streamline the checkout
process.
 WHAT TYPES OF PIZZA DO YOU
TYPICALLY PURCHASE?
veg non veg vegan Indian consumers exhibit a
vegan
clear preference for vegetarian
5%
options, reflecting local dietary
habits. Non-vegetarian choices
are also popular, showcasing a
mix of traditional and modern
flavors. Additionally,
increasing health consciousness
non veg
has led to a demand for
40%
veg healthier options. This trend
55%
highlights the need for
pizzerias to offer a balanced
menu that caters to both
vegetarian and non-vegetarian
preferences.
 taste ambiance price service WHAT DO YOU LIKE
service
15%
MOST ABOUT THIS
PIZZERIA?
• Taste: 45% - The majority of respondents
like the taste of the food the most.
• Ambiance: 25% - The ambiance is the
price taste second most appreciated aspect.
15% 45% • Price: 15% - Price is valued by a smaller
portion of customers.
• Service: 15% - Service shares the same
percentage as price, indicating it’s equally
valued.

This pie chart indicates that the taste of the

food is the most significant factor attracting
customers to this pizzeria, followed by
ambiance, while price and service are
valued to a lesser extent but still hold
ambiance importance.
25%
WHAT DO YOU LIKE LEAST ABOUT THIS PIZZERIA?
 WHAT CAN THE PIZZERIA DO TO
IMPROVE YOUR DINING EXPERIENCE?

1.Pizza Hut 2.Jamie’s Pizza

Freshness Affordability
Healthier Variety
Option Fast
Quick Services
Services

3.Sbarro: 4. Local pizza

Freshness shop
Customization Hygiene and
cleanliness
Fast delivery
customer
preferences
 WOULD YOU RECOMMEND THIS
PIZZERIA TO FREINDS & FAMILY?
 DO YOU ORDER PIZZA ONLINE? IF SO, HOW OFTEN?
at least once a week 2+ times a week

once a month or more

In Ghatkopar and Kurla, about
60% of consumers order pizza
once a month or more online at least once a week, with
30%
10% ordering two or more times
weekly through services like
Zomato and Swiggy. This trend
reflects a broader shift in the food
industry toward digital delivery, as
approximately 80% of pizza
consumers in Mumbai prefer online
ordering, with 60% ordering at
at least once a week
60% least once a month or more to
benefit from discounts and
2+ times a week convenience. Overall, 60-70% of
10%
pizza customers prefer online
ordering over traditional methods.
 HOW IMPORTANT IS HEALTHY EATING TO YOU &
YOUR FAMILY? HEALTHY EATING EMPHASIS

PIZZA HEALTH PREFRENCES

70
Healthy eating is becoming a significant
priority for many consumers, and this is an
area where pizzerias need to improve. While 60

there is a growing demand for healthier menu

options, many pizzerias may not fully cater to 50
health-conscious customers. The absence of
diverse vegetarian, vegan, and low-calorie 40
options could be a drawback, particularly for
families focused on nutritious eating. To
remain competitive and address customer 30
needs, pizzerias should consider expanding
their menus to include healthier alternatives, 20
such as plant-based pizzas or gluten-free
options, to attract a broader range of health-
10
conscious diners.

0
GEN Z MILLENNIALS GEN X
 CONCLUSION
Our interviews with pizzeria patrons revealed
that while taste remains the foremost priority
for customers, there is an increasing demand for
healthier options, such as vegetarian and vegan
pizzas. Efficient service is essential, as many
customers expressed concerns about wait times
during busy periods. Additionally,
knowledgeable staff who can provide helpful
recommendations are highly valued by patrons.
These insights emphasize the need for pizzerias
to adapt their menus and enhance service
quality to meet evolving consumer expectations
and foster customer loyalty.
 THANK YOU!
ADITI MANJERI 087
DHRUVI VORA 148
ARJUN TIMBADIA 175
HARSH THAKKAR 180
SIDDHI GANDHI 181