These pizza retailers have the highest customer satisfaction ratings
Consumers have spoken – and named their favorite delivery and carryout pizza brands.
Among individual pizza retailers covered in the "2025 Pizza Delco Study" from Intouch Insight and PMQ Pizza, the following brands earned top overall satisfaction ratings from mystery shoppers in the delivery and carryout categories:
Delivery
- Domino’s Pizza (97%)
- Hungry Howie’s (87%)
- Little Caesar’s (82%)
- Jet’s Pizza (80%), Marco’s Pizza (80%), Papa John’s (80%), Pizza Hut(80%).
Carryout
- Jet’s Pizza (100%)
- Hungry Howie’s, Marco’s Pizza (97%)
- Domino’s, Pizza Hut (93%).
The average satisfaction rating across all brands for both delivery and carryout orders was 84%. Overall satisfaction was 73% higher when the employee interacting with the customer during the pickup experience was rated as friendly and 65% higher when they were rated as friendly during the order-taking experience.
Positive interactions like smiling, greeting customers, and offering parting remarks consistently elevated satisfaction scores.
Mystery shoppers placed 660 combined delivery and carryout orders via phone, app and website throughout fall 2024. Orders were placed via phone, app, or website. The brands included five large pizza chains (Pizza Hut, Little Caesars, Domino’s Pizza, Papa John’s, Marco’s Pizza), five mid-sized pizza chains (Jet’s Pizza, Donatos Pizza, Blaze Pizza, MOD Pizza, Hungry Howie’s) and two convenience store chains offering pizza covered in aggregate.
The study covered some other aspects of the pizza-ordering experience, including:
Temperature
Large chains outperformed mid-sized chains in maintaining pizza temperature for delivery orders, as their pizza arrived warm 95% of the time, compared to 80% for mid-sized chains. When the pizza was warm, the overall satisfaction was 58% higher.
Delivery speed
Restaurant-employed delivery drivers were two minutes and 38 seconds faster than third-party drivers, with overall satisfaction 19% higher for retailers’ own delivery services. Retailer delivery services outperformed third-party options in both speed and satisfaction
Customers who were satisfied with speed received their orders in an average of 30 minutes and 32 seconds, while those who were neutral experienced an average wait of 45 minutes and 29 seconds.
However, when delivery times exceeded 40 minutes, satisfaction started dropping, with those dissatisfied averaging a delivery time of 54 minutes and 32 seconds.
Call answering
When calls were fully automated, satisfaction was 82%, compared to 87% when they were handled entirely by an employee and 81% when first picked up by automation but later transferred to an employee.
[READ MORE: Jet’s Pizza integrates AI into voice ordering]
Order accuracy dropped from 97% to 88% when calls were fully automated. The overall accuracy of orders covered in the study was 95%, encompassing 97% accuracy for in-person orders, 96% for app and website orders and 94% for phone orders.
