Papa Johns offers free pizza for customer feedback

Papa Johns is launching a two-week free pizza promotion to collect customer feedback. The 'Snap A Pizza, Get A Free Pizza' offer requires a minimum $15 order placed online or via the Papa Rewards app.

Customers who participate will receive a free, large, one-topping pizza in their Papa Rewards account. This free pizza is redeemable on a subsequent order with a minimum $5 purchase. The promotion ends in two weeks.

Feedback Collection Mechanism

To take part, customers must be signed into their Papa Rewards loyalty account and opt in to receive SMS messages. After their pizza is delivered, they will get a text alert prompting them to upload a photo of their order. The company asks for an unfiltered take on the bake, crust, and overall experience.

Papa Johns is inviting digital customers to submit these pictures and comments for the next two weeks. CEO Todd Penegor said the company will use the feedback to understand needed improvements. "We want feedback from customers because we know they have a lot of choices and we need to earn it," Penegor said.

Strategic Context

The campaign is a direct response to a continued sales slump. It aligns with the broader 'Unbox Better' operational improvement plan Papa Johns unveiled last week. The company's most recent quarterly results showed an 8.3% decline in North America same-store sales.

Papa Johns has seen quarterly sales declines in nine out of the past ten periods. The end of the year is often a moment for self-reflection in the restaurant industry. Some chains have been engaged in this process for much of 2026.

Industry Comparison

Papa Johns is following a path tested by other major quick-service restaurants. Domino's successfully used a similar feedback incentive last August. In that promotion, customers who bought an iconic item and uploaded a receipt got a code for a free pizza. Domino's used customer insights to redesign its website and app and offer $5 off digital orders.

Burger King has also prioritized direct customer dialogue. Its president, Tom Curtis, took thousands of calls from customers to gather feedback on improving the business. Burger King has spent much of this year trying to make things right and inviting open dialogue. As a result, its same-store sales have significantly outpaced its peers in the quick-service sector this year.

Other chains, like Wendy's, have also made changes in response to customer input, including returning to familiar yellow packaging. For years, customers have shared pictures of misshapen pizzas from various chains online. Papa Johns will use an AI algorithm to scan its pizzas as part of its quality efforts. The free pizza promotion ends in two weeks.