Delivery Tracker (formerly Hut Status)

Overview

As part of our ongoing efforts to improve the online customer experience, Delivery Tracker is available to ONLINE DELIVERY customers via mobile app or the website when ordering from SUS restaurants as part of the online order confirmation page. Customers may also opt in to text alerts to be alerted of updates without needing to reopen their app or web browser. This new tracker will be based on dispatch data only, so there are no added steps for the restaurant teams.

Features

• Customers can easily toggle between “Delivery Tracker” and “Order Details”

• Delivery Tracker” is three steps – see screenshots below (will be updated to "Delivery Tracker" soon)

  • “WE’VE RECEIVED YOUR ORDER” – This is the first step customers see on the confirmation page.

  • “WE’RE MAKING YOUR ORDER” – This step activates based on quoted promise time.

  • “HOT PIZZA IS ON THE WAY” – Changes at the time of dispatch.

• “Order Details” – Contains order details and reflects the current order confirmation page.

• Text Updates – Customers can opt in to text alerts regarding their order.

  • One text at order confirmation: “Thank you for ordering Pizza Hut! Click here to track your order. (+Link)” – Links to Hut Status.

  • One text when order is dispatched: “Your order is out for delivery. Click here for details on your order. (+Link)” – Links back to order confirmation page.

Keys to Success

• Promise Time Accuracy

  • If your restaurant is not currently using Auto Promise Time, it is critical that your restaurant teams are updating the promise time frequently.

  • Inflated promise times will cause the first two steps of the tracker to take longer than needed.

• Proper Dispatching

  • The third step of the tracker is based on ACTUAL DISPATCH TIME. Any early dispatching will send false alerts to the customer that their order is on the way.

  • Any un-dispatches will not affect the alerts. Customers will only receive one notice for delivery.

• No bad doubles or triples

  • Because customers receive alerts that their order has left the restaurant, there is an opportunity for dissatisfaction for the last customer on bad doubles and triples.

  • The tracker will “time out” 60 min after dispatch and the customer will no longer see the confirmation page. They will be directed back to pizzahut.com. 

Screen Shots