Case Study
Farmer Boys Improves Drive-Thru Speed of Service with Tattle
How Farmer Boys decreased drive-thru wait time by 1.5 minutes using Tattle’s causation-based survey.
John Lucas, VP of Operations
Tattle continues to be a critical tool for us as we proactively set and validate new objectives.
INDUSTRY
Fast Casual
INTEGRATION
Zuppler, Punchh, ItsaCheckmate
LOCATIONS
101
PARTNER SINCE
2020
The Challenge
Lack of Visibility into Factors Causing Issues
Farmer Boys knew that despite being the key driver of the majority of its revenue, their Drive-Thru ordering channel somehow had the lowest level of satisfaction. However, the team was unable to identify which operational category and factors they should prioritize to improve the guest experience. Should it be hospitality? Speed of service? Order accuracy? Without a robust feedback data management and analytics platform, there was almost no way to figure it out.
The Tattle Solution
Opportunity Rank to Map Out Top Priorities and Action Items
The Farmer Boys team used Tattle’s Opportunity Rank to guide their improvement efforts. The Opportunity Rank is calculated by how strongly a category’s score correlates with overall CSAT and how much room for improvement is available based on the category’s Top Box score. The category with the highest Opportunity Rank score is likely to provide the highest increase in CSAT and revenue, if is improved on.
Not only is Tattle able to compute the top opportunities for Farmer Boys, but also it’s able to provide the team with more context with more detailed factor-level reviews.
In addition, based on the Opportunity Rank recommended by Tattle’s machine learning algorithm, Farmer Boys can set objectives for each location within the dashboard to keep the team aligned and on track.
The factor-level feedback is a great place to start for setting action items for the team to execute — all achieved within Tattle’s easy-to-use dashboard.
The Results
The Farmer Boys team was able to identify factors that cause the most incidents of dissatisfaction at the Drive-Thru using Tattle. As a result, the team focused on optimizing the process between “ordered meal” to “picking up at the window” by staffing the kitchen with one more person for food preparation, as well as simplifying the menu for easier preparation.
%
increase in drive-thru sales
%
increase in drive-thru feedback
%
survey completion rate
“Tattle provides us with an avenue to get direct guest feedback, even as that’s been redirected away from the dine-in experience to 100% drive-thru, take-out, and delivery.”
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