Case Study
Garbanzo Mediterranean Fresh Improves Off-Premise Guest Experience Using Tattle
How Garbanzo Meditteranean Fresh identifies areas for operational improvement and extends hospitality beyond the restaurant walls.
Did you know
Dissatisfaction due to accuracy and meal packaging occurs 4x more frequently for delivery orders than dine-in.
INDUSTRY
Fast Casual
INTEGRATION
Olo, Paytronix
LOCATIONS
13
PARTNER SINCE
2020
The Challenge
Low visibility into the off-premise ordering experience
During COVID-19, Garbanzo experienced a surge in off-premise transactions as delivery and take-out revenue grew from 25% to roughly 80% of the the company’s total revenue through Olo. As a result, the Garbanzo team needed to quickly figure out how to deliver the ultimate guest exprience for customers ordering takeout and deliveries.
Immediately, the operations team identified several major pains:
- Low visibility of the guest experience
- Difficulty in identifying top areas for improvements
- Recovering dissatisfied guests regardless of how they order
The Garbanzo operational team realized they needed to quickly and strategically solve their off- premise guest experience pains in order to- build their off-premise guest playbook and achieve long-term growth.
The Tattle Solution
Collecting off-premise feedback through Tattle’s integration with Olo.
Using Olo as the digital ordering platform and Tattle as the feedback solution, guests were able to seamlessly order their meal and quickly give the feedback Garbanzo needed through a webhook integration. Just as you would rate your driver after a car ride, guests could now offer the same type of feedback by answering survey questions sent directly to their email an hour to an hour and a half after their transaction.
By optimizing the timing of these emails, making the hospitality feature on demand, Garbanzo guests were completing these surveys at an impressive rate of 94%!
AI-Driven improvement recommendations
Tattle’s dashboard shows a simple and intuitive view of the data collected from the surveys, which gave the Garbanzo team a true understanding of what their guests were experiencing and cared about most.
With Tattle’s AI-driven system, we identified and automatically recommended an Objective and Goal for the top opportunities in terms of operational areas to improve on at each location. These improvement areas were the most likely to improve overall guest satisfaction based on Tattle’s machine learning algorithm.
We’ve seen that by acting upon these suggestions, customer satisfaction will increase at an 84% probability. By establishing 1-3 Action Items for the GMs to achieve at each location, the increase in accountability and focus drove high-impact improvement.
Effective customer recovery at scale
Dissatisfied guests can represent millions of dollars in lost revenue. With less facetime from guests coupled with the dramatic increase in off-premise transactions, it becomes nearly impossible to rectify a subpar experience once the food leaves the restaurant. (We know this because over 20 million survey questions have shown us this sentiment.)
To recover dissatisfied guests, Garbanzo needed to close the loop on customer feedback. Here’s how they did it:
- Ensured team members received automated, real-time notifications of incidents
- Sent unhappy guests targeted, 1:1 responses through Tattle’s automated or manual customer response system
- Identified, tracked, and recovered guests while measuring the efficiency of those efforts
The Results
Working in concert to improve the guest experience, Tattle and Olo helped Garbanzo Mediterranean Fresh improve operationally across dine-in, takeout, and delivery. Armed with Tattle’s actionable data, Garbanzo was able to use Tattle’s simple and intuitive dashboard to provide their team with a playbook that would ultimately help them get even closer to providing their guests with the perfect experience.
%
5-star survey responses
%
survey completion rate
%
increase in satisfaction score
“We are proud to partner with Tattle to empower our restaurant partners to distinguish their off-premise guest experience through elevated customer service.”
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