Editor’s Note: This article is a redacted version of the conversation. You can view Fat Boy’s Pizza’s case study based on this conversation (https://get.tattleapp.com/how-home-of-the-worlds-biggest-pizza-slice-is-winning-with-world-class-feedback/).

Guest featured:

• Casey Biehl, COO at Fat Boys Pizza

How important is guest feedback to Fat Boy’s Pizza, and how did you measure it before Tattle?

Casey Biehl: Guest feedback has always been critical to Fat Boy’s Pizza. For us, it’s not just about price and product but creating an emotional connection with our customers. Historically, we relied on Google Reviews to gauge feedback, but its limitations were evident—it’s like a pass/fail system without much context.

Tattle has revolutionized our approach, offering category-specific insights and customization. It provides the “why” behind guest experiences, enabling us to act on real data rather than intuition. Tattle’s scorecard is more than just a metric—it’s a tool for driving consistent improvement.

How did you discover Tattle, and what sparked your interest?

Casey Biehl: We first learned about Tattle through a QSR case study (https://get.tattleapp.com/mod-pizza-achieves-record-high-guest-recovery-with-tattle/) in early 2023. At that time, we were leaning heavily into tech solutions across operations and guest experience.

The hospitality industry has leveled up—anyone can replicate recipes or source quality ingredients. What sets brands apart today is their ability to leverage technology that meets guest expectations. Tattle stood out as a platform that could give us a competitive edge by deeply understanding and addressing guest feedback.

What do you prioritize when selecting tech solutions?

Casey Biehl: The 3 key factors guide our decisions:

1. Ease of Use: Our teams are busy, and we need dashboards that provide quick snapshots with the option to dive deeper.
2. Actionable Insights: Tech should validate our intuition and give us confidence in our decisions. For instance, when a cheese supplier change caused a dip in customer satisfaction, Tattle quickly pinpointed the issue, saving us from potential long-term losses.
3. Adaptability: We’re constantly evolving, and Tattle lets us test changes—like new menu items or operational tweaks—on a small scale before rolling them out system-wide.

What’s your favorite feature of Tattle?

Casey Biehl: The Advanced Heatmap has been a game-changer. It lets us see which locations are excelling and where we need to focus our efforts. Growing rapidly comes with challenges, but Tattle helps ensure our core values—hospitality, consistency, and quality—are upheld across every location.

Specifically, we saw $500k lift in annual sales thanks to Tattle, which alerted us that our new cheese supplier—which was meant to be a great cost saving for us—was leading to lower food quality scores for off-premise orders, as the cheese didn’t hold as well over time. So in a way Tattle was an early detection system of problems, and allowed us to be fully connected to our customers and stay nimble when things change.

Were there any challenges with implementing Tattle?

Casey Biehl: Integrating Tattle alongside other tech initiatives, like loyalty programs and a new app, was initially daunting. However, the setup process was straightforward, and our team managed it alongside their regular responsibilities. The low cost of investment made it a no-brainer, and the payoff has been invaluable.

What are some words of advice for other restaurant leaders considering CX platforms?

Casey Biehl: The best brands lean into customer experience. If you’re not using tools like Tattle to get granular insights, you’re missing out on opportunities to innovate and adapt. As I like to say, “At least I’m smart enough to know I’m not that smart.” Having a portfolio of tools to manage every aspect of your business isn’t optional—it’s essential.

Want more?

Watch a rapid demo of the Tattle platform!