Case Study

Din Tai Fung Uses Tattle to Unite Locations Via “Friendly Competition”

How Din Tai Fung is able to create a customer-centric culture with actionable feedback and robust reporting across locations.

Aaron Yang, Vice President

Tattle is a powerful tool to help gain actionable insight on patterns in the guest experience.

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INDUSTRY

Full Service

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INTEGRATION

Olo

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LOCATIONS

13

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PARTNER SINCE

2020

The Challenge

Gaps in Feedback Quantity and Quality
Din Tai Fung wanted to have more insight into the guest experience — specifically areas where they could improve. One problem they were facing was only getting a limited amount of feedback coming from social media review platforms. With digital ordering becoming more prevalent because of the pandemic, the team wanted an easy and reliable platform to automate surveys that were sent to guests, and improve both the quantity and quality of the feedback.

“We lost visibility into the guest experience when we had to pivot to off-premise during Covid. Guest incidents that would have been resolved on the spot would now go unnoticed until we heard about it in a public online review,” said Aaron Yang, Vice President at Din Tai Fung. “Tattle has made it easy for the guest to reach out and start a dialogue with our guest services team even when they are off-premise.”

Lack of a Structured Guest Recovery Process
Without an easy and standard channel for guests to submit incidents or communicate their experiences, customer are more likely to post about negative experience on public platforms, leaving the operations team no chances to recover the guest before that.
Building a Customer-Focused Team Culture
“Our goal is to continue improving the guest experience by spotting areas of opportunity in Tattle and fostering friendly competition between locations,” said Yang. As a result, Din Tai Fung would love to have a tool that helps them easily monitor and compare location performances in different categories, by ordering channel, by geographical regions and more. This would help the leadership team benchmark and incentivize locations accordingly.

The Tattle Solution

Collecting Feedback That’s High-Quality, Omni-Channel and Actionable.

Through Tattle’s integration with Olo, Din Tai Fung customers receive an automated email survey immediately after a transaction, and rate their level of satisfaction for factors contributing to a category’s performance, such as whether their online ordering experience was affected by menu navigation, order customization, checkout process, ordering tracking and more. This allows Din Tai Fung to isolate problematic areas and improve accordingly.

“It’s a great way to better understand the guest so that you can provide the best possible experience,” said Yang.

din tai fung tattle survey and dashboard
Effective Incident Management and Customer Recovery

As Din Tai Fung’s operation managers began to look at each review that came in, they feel more empowered than ever to react quickly to incidents. With Incident Timeline management, Din Tai Fung is able to monitor how each location responds to customer issues, and whether customers are satisfied with the resolution. This has allowed the operations teams to enforce accountability, and have visibility into each location’s performance.

Having a guest recovery process firmly in place has deeply impacted the team. Tattle can send automatic apology emails to guests who rate 3 star or below, and for brands with an existing loyalty program, Tattle can even send along rewards through an integration with the loyalty provider.

Tattle incident management and communication with customers
Building “Friendly Competition” Through Transparency and Accountability

With a robust benchmarking reports and interactive heatmaps, Tattle enables the leadership team and managers to easily compare performances across locations, and track each location’s progress over time. Moreover, all the reports can be filtered by ordering channel, dayparts, geographical regions and more.

Tattle heatmap for benchmarking locations

Having the data transparency and a most intuitive dashboard dramatically boosted the engagement level of District Managers and General Managers. Not only are they logging in on a daily basis to directly respond to customer reviews, but also they can see each location’s progress at a glance.

Tattle allows for 3 different access permission levels so that the executive team, District Managers and General Managers have different views and edit capabilities based on the permission level they’re assigned.

The Results

Now, the team sees a friendly competition between different locations to achieve high scores. This translates to an improved guest experience at all locations. They’ve seen almost 10,000 reviews in a 5-month window since implementation.

“Tattle is a powerful tool to help gain actionable insight on patterns in the guest experience. It’s a great way to better understand the guest so that you can provide the best possible experience,” said Yang. “Our goal is to continue improving the guest experience by spotting areas of opportunity in Tattle and fostering friendly competition between locations.”

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increase in survey responses

%

survey completion rate

%

incident reply rate

“Tattle is a powerful tool to help gain actionable insight on patterns in the guest experience. It’s a great way to better understand the guest so that you can provide the best possible experience.”

Aaron Yang

Vice President, Din Tai Fung

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