Editor’s Note: This article is a redacted version of the conversation. You can view Slutty Vegan’s case study based on this conversation (https://get.tattleapp.com/slutty-vegan-achieves-360-view-of-customer-experience/).

Guest featured:

• Dominique Davis, Chief of Staff at Slutty Vegan

How does Slutty Vegan approach customer feedback and service??

Dominique Davis: We use tools like Tattle to gather granular feedback on how good our operations are. Unlike traditional review platforms, Tattle allows us to ask specific questions and get actionable insights directly from actual customers, similar to mystery shoppers—except directly from our real customers.

We meet twice a week to discuss feedback analytics, operational updates, and customer experience ratings, maintaining a strong focus on continuous improvement. Despite our high standards, speed of service has been a recurring opportunity area, though our performance remains at an impressive 98%. And Tattle allows us to keep track of that.

What makes Slutty Vegan’s customer service culture unique?

Dominique Davis: At Slutty Vegan, customer experience is prioritized above all else. Unlike traditional restaurants, where food is the main focus, we ensure guests have an exceptional experience first, before serving their meals. This dynamic and fun atmosphere includes calling guests “sluts,” singing songs, and engaging with customers through dance and playful interactions. The goal is for our guests to leave feeling good, as all Slutty Vegan locations are primarily takeout. We’re using this vibrant approach to service to redefine how hospitality is viewed in the food industry.

How does Tattle support Slutty Vegan’s growth and feedback collection?

Dominique Davis: Tattle plays a crucial role in supporting Slutty Vegan’s rapid growth and feedback strategy. We encourage guests to provide feedback on their experiences, especially during new store openings. We also use Tattle to gather insights on specific menu items, customer preferences, and to see if guests are missing menu options available in other locations. This feedback allows us to make informed decisions and adapt quickly, ensuring that we meet customer expectations across different markets.

Why did Slutty Vegan move away from third-party review platforms like Yelp and Google?

Dominique Davis: Previously, Slutty Vegan relied on third-party platforms like Yelp and Google for customer feedback, but we found these sources lacked granularity and often led to a skewed narrative. Online reviews were difficult to manage, with many reviews coming from customers who hadn’t even visited the restaurant. Tattle allows us to ask specific questions, track customer experiences more accurately, and reach customers at different stages of the buying journey. This approach has provided us with more flexibility and control over the feedback they collect, ultimately improving our service.

How does the reporting feature in Tattle help with operational improvements?

Dominique Davis: We review Tattle reports weekly to identify trends and monitor customer incidents across units. These reports guide us in addressing specific issues, comparing unit performance, and tracking metrics like CER scores. By focusing on actionable insights, Tattle helps us continuously improve the customer service and operational efficiency. The transparency and visibility provided by Tattle’s reporting system are especially valuable as the company scales, saving time and helping usstay aligned with their customer service goals.

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