Case Study

Gold Star Chili Pinpoints Improvement Opportunities with Causation-Based Survey

How Gold Star Chili identifies and improves sanitation issues for mask and glove usage using Tattle’s causation-based survey

gold star chili tattle case study
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INDUSTRY

Fast Casual

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INTEGRATION

Onosys

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LOCATIONS

69

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PARTNER SINCE

2020

The Challenge

Lack of  Visibility into Each Location’s Sanitary Procedures

Due to the pandemic, the Gold Star Chili team was forced to quickly implement heightened sanitary procedure that would instill greater confidence and patronage among fearful guests. With 99% of Gold Star Chili locations owned and operated by franchisees, the team was unable to identify which locations were adhering to new mask, glove, and social distancing standards.

The Tattle Solution

Causation-Based Survey to Uncover Genuine Customer Sentiments

Gold Star Chili launched with Tattle’s causation- based survey in order to assess the how each team complies with sanitation policies at each location and most importantly, how the customers felt about it. Tattle’s survey was able to ask factor-level questions beyond broad categories, such as sanitation, to identify if it’s mask usage, glove usage, or social distancing that a customer was satisfied or dissatisfied about.

The Gold Star Chili team was able to see such granular data by location and even by ordering channel (dine-in, takeout, curbside etc.) to uncover the most problematic areas and have focused improvement plans.

gold star chili tattle case study

Corporate executives or District Managers can track the performances of locations under their management by looking at metrics over time, or benchmark locations using heatmaps to isolate best and worst performers. They can filter reports by ordering channel, operational category, dayparts and more.

Tattle heat map for benchmarking locations
AI-Driven Improvement Recommendations

Tattle surveys ask guests to rate the specific factors contributing to a positive or negative experience, and uses Machine Learning to recommend the top opportunities for improvement.

This means Tattle automatically translates data into actionable items. Based on each location’s unique feedback data, Tattle will identify their top opportunities to act on that will most likely boost customer satisfaction and revenue. Such data was able to shed light on issues that weren’t even issues at all, giving the management team more space to focus on problem areas only.

Moreover, the dashboard is incredibly easy to use, which means all levels of managers and operators can actively engage in understanding the insights from data, based on the permission level they’re assigned.

3Fifteen Tattle 3Fifteen Tattle factor in operational categories

The Results

Gold Star was able to identify specific franchisees that require greater coaching to meet the brand-level needs of heightened sanitation standards, and monitor their progress over time. This allows Gold Star to standardize their protocols, build a long-lasting customer relationship and steadily improve their satisfaction score in the long run.

%

increase in online ordering score

%

incident reply rate

%

satisfied with incident replies

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