Case Study
3Fifteen Gains Full Visibility Into the Guest Experience with Tattle
How 3Fifteen moved from scattered online reviews to centralized customer feedback data that drives operational improvements.
“Getting people to review us while their experience is fresh is a game changer.”
Jeremy Johnson
Director of eCommerce
3Fifteen
ABOUT 3FIFTEEN
Great Weed. Great Prices.
3Fifteen Cannabis is a group of State of Michigan licensed recreational marijuana dispesnaries and medical provisioning centers. It has 12 locations offering a wide variety of products including flower, vapes, edibles, tinctures, tropicals and more.
Brand Overview
Integrations: AlpineIQ
Locations: 12
Tattle partner since: 2021
The Challenge
Customer Feedback Is Scattered, Untimely and Unreliable
“We were scraping text from online reviews, which wasn’t organized in a useful manner. It was really difficult to pass that on to our retail team in a digestible way,” said Jeremy Johnson, Director of eCommerce.
Fragmented reviews make it incredibly difficult to track down the source of a review, and determine the reliability of it.
“People don’t always think to hop online and provide a review,” said Jeremy. “And when they do, there’s often been significant time lapse between the experience and the review that it’s hard for the team to attribute the issue back to a specific factor or employee.”
Without a feedback structure in place, 3Fifteen struggled to distill action items from the reviews, and as a result couldn’t communicate to the team on next steps in order to achieve steady progress.
TATTLE SOLUTION
Automated Feedback Collection in a Centralized Dashboard
Through an integration with AlpineIQ, Tattle sends automated survey emails to 3Fifteen customers 90 minutes after an experience. These in-depth surveys can collect up to 55 feedback data points that will inform the 3Fifteen team exactly what to improve on.
Surprisingly, despite the granualrity, Tattle surveys on average achieve a 94.6% completion rate due to its intuitive, causation-based design!
CHECK OUT TATTLE SURVEYS >
TATTLE SOLUTION
Data-Backed Improvement Recommendations
Tattle surveys ask guests to rate the specific factors contributing to a positive or negative experience, and uses a proprietary algorithm to recommend the top opportunities for improvement. Top improvement opportunities are calculated to have an 86% certainty of improving overall guest satisfaction within 30 days.
Based on the recommendations, 3Fifteen can set monthly objectives and specific action items all within one simple, intuitive dashboard.
“The dashboard is so easy to read. That saves us a lot of time and effort to see
the data, respond to customers, and communicate effectively to the team,” said Dom Cassisi, Marketing Analyst at 3Fifteen.
TATTLE SOLUTION
Boost Review Site Ratings with Guest Feedback Follow-ups
Based on each guest’s satisfaction level as indicated in their Tattle surveys, Tattle can automatically follow up with pre-set email templates to either apologize and win back an unhappy customer, or prompt a happy customer to leave a positive review online.
In less than a month, 3Fifteen saw both Grand Rapids locations on the Google Maps 3-pack, securing the #1 and #3 positions for dispensaries in that area.
“We’ve been able to bolster our online reviews because of Tattle, which has
helped our Google rankings. The immediacy of this impact was huge for us,” said Jeremy.
The Results
Within a week, 3Fifteen was able to roll out Tattle to all 12 of its locations. One week after, they were already receiving over 1,000 survey responses. By acting on the recommended objectives that are based on the feedback data, the team achieved a Customer Experience Rating higher than the industry average, and an average Incident Rate 5% below the industry average.
%
Survey Completion Rate
%
Rollout at All Locations
%
Average Score for Speed of Service
Want to see similar success at your brand?
Join hundreds of other hospitality brands and start tackling low-hanging fruits to immediately improve customer satisfaction!