Pizza Stores – 2014 Ratings

Posted by Canstar Blue May 19th 2014

You are viewing the archived 2014 ratings for pizza stores. Go to the current pizza store ratings.

* Overall satisfaction is an individual rating and not a combined total of all ratings. Brands with equal overall satisfaction ratings are listed in alphabetical order.

See Our Ratings Methodology.

Go for gourmet: Pizza Capers cap off fourth award for customer satisfaction

Most Satisfied Customers - Pizza Stores, 2014When it comes to getting gourmet pizza delivered, Australian customers are spoiled for choice. Should you go with the tried and true Dominos, Eagle Boys, or Pizza Hut, or maybe pick one of the more recent entrants into the pizzeria business: Pizza Capers or Crust?

We asked those who had eaten a pizza from one of these chains how satisfied they were with their choice. As it turns out, Australian customers are most satisfied with Pizza Capers, who have received our pizza stores award for the fourth time. This makes this brand our longest running award-winner in a single category.

Additionally, Pizza Capers was a five star recipient for the taste of its pizzas, customer service when ordering, and the variety of menu items it supported. This is in addition to the top rating Pizza Capers received for overall customer satisfaction.

The aforementioned Pizza Hut, Dominos, Eagle Boys, and Crust were also compared in these results. Of these brands, Dominos was a close runner up for the top spot, having received five star ratings for value for money, service when ordering, available deals, and delivery service. This may not come as a surprise, given the company’s switch to more gourmet options last year.

Another top-tier pizza store company was Crust, who earned five stars for the taste of its pizzas and the variety of menu items available.

Other interesting facts about Australians who order pizza

Our survey results uncovered some other interesting facts about pizza lovers. For example, more than half our respondents prefer to buy from the gourmet range of their pizza store’s menu, especially New South Welshmen and women (58%). Additionally, more than a third always add extras to their order, like garlic bread or delicious desserts.

Responses also revealed how Australians tend to order their meals. Close to half always order their pizza online, and a quarter have a mobile application to do this.

Finally, more than a third of respondents would rather order pizza than go out for dinner, making it a true staple in the homes of busy Australians.

Overall customer satisfaction

If you’re craving a takeaway or delivery treat, you should consider Pizza Capers: our five star recipients for overall satisfaction. Next were four star achievers Dominos, Crust, and Eagle Boys; then three star recipient Pizza Hut.

Value for money

Getting better value pizza might mean a bigger ‘pie’, more extras like garlic bread and soft drink, or included coupons for the next time you order. Dominos customers were most satisfied with the value for money of their order. This brand secured five stars, and was followed by four star achiever Eagle Boys. Next with three stars each were Pizza Hut, Pizza Capers, and Crust.

Service when ordering (e.g. online, on the phone, face to face)

One Canstar Blue staffer was coming home from the airport on a business trip late one evening and badly wanted some dinner. He used an app on his smartphone to order his ‘usual’, paid by credit card, and the freshly cooked pizza was waiting on his doorstep the minute he arrived home. That is the kind of convenience and ease of use that we can expect from our pizza stores nowadays.

Crust, Dominos and Pizza Capers earned five stars for customer satisfaction with service when ordering, while Eagle Boys and Pizza Hut were close behind with four.

Deals available

Whether it’s ‘buy one get one free’ or ‘cheap Tuesdays’, deals can save you lots of money in the long run – or net you more food! Dominos pulled ahead with a five star rating for the deals available to its customers. Both Eagle Boys and Pizza Hut achieved four stars, Pizza Capers received three, and Crust finished with two.


Dominos customers were most satisfied with the delivery service of their pizza store – namely its availability, the time it took for their food to arrive, and satisfaction with any additional charges. Eagle Boys, Crust, and Pizza Hut each received four stars for their delivery service, and Pizza Capers secured three.

Variety of menu items available

Most people have favourite pizza toppings and a preference for certain extras. Out of our rated brands, both Pizza Capers and Crust both finished with top ratings: five stars for the variety of menu items available. Eagle Boys and Dominos received four stars each, and Pizza Hut received three.

Taste of pizza

Capping off our survey were Crust and Pizza Capers, each of whom received five star ratings for the taste of their pizzas. All other rated brands – Pizza Hut, Dominos, and Eagle Boys – finished with three.

How we rated pizza stores

Canstar Blue commissions Colmar Brunton to regularly survey 2,500 Australian consumers across a range of categories to measure and track customer satisfaction. The outcomes reported are the results from customers within the survey group who have purchased and eaten a pizza (by buying online or in person) from a specialist chain pizza store / restaurant in the last three months – in this case, 1,244 passengers.

Brands must have received at least 30 responses to be included. Results are comparative and it should be noted that brands receiving three stars have still achieved a satisfaction measure of at least six out of 10.