The Partnership
MOD Pizza & Tattle
As an exploding pizza brand, MOD wanted to dive deeper than they had ever gone into the customer experience. They were in search of granularity, actionability, and customer retention.
They came across Tattle and their search came to an end – we were the perfect fit for their operations, marketing, and guest experience teams.
- Integrations: Olo, Punchh
- Locations: 596
- Survey Completion Rate: 97.3%
The Objective
Inspire Managers & Keep More Guests
MOD Pizza wanted to move away from a legacy customer experience platform to a provider that inspires engagement from regional managers and general managers alike.
Moreover, they wanted to create accountability among the team, to make sure that each guest is treated with the personalized attention they deserve.
Ultimately, this would result in MOD driving greater retention and recovery over time.
The Solution
An Intuitive, Guest-Centric Platform That Operators Love
Priority number one: Start winning back guests with Tattle.
For optimal coaching and performance, MOD Pizza leverages Tattle's Guest Incident Management capabilities in order to measure DM and GM accountability, specifically by tracking metrics such as:
- Incident Rate (%)
- Average Time to Review an Incident
- Average Time to Respond to an Incident
- Average Reply Rate (%)
- Average Satisfaction With Apology Rate (%)
- Guest Recovery Rate.
Driving Retention
Through Tattle's integration with Punchh, MOD Pizza was able to send guests Free Pizza Punchh as an incentive to recover unhappy guests and reward happy ones. It was a huge success!
Next on the list? A simple, easy-to-use dashboard all operators love.
One of the primary reasons MOD Pizza chose Tattle was due to its highly-intuitive dashboard, which made training minimal for the 1,000+ executives, district managers, and general managers who would use the platform.
Because of the simplicity, MOD has been able to inspire higher engagement among the teams, leading to better guest recovery efforts.
Executives can quickly get complete grasp on the direction of the brand, district managers now have concrete insights to diagnose and fix problems across their units, and general managers can lead their team with monthly objectives that drive tangible increases in satisfaction.
Finally, Tattle gives MOD granular and actionable operational insights that never stop rolling in.
One of the key metrics MOD operators use to understand how well their location is performing is through the Customer Experience Rating (CER).
This metric doesn't just measure a guest's overall experience, but also every operational area across all the restaurants (i.e. Food Quality, Hospitality, Accuracy, etc.).
But that's just the start – the data goes down to a factor level. For example, through Tattle, MOD can see whether low Food Quality scores stem from temperature, taste, texture, or spice.
MOD collects over 5S of these root-cause data points per survey – they'll never have to guess where or what problems are ever again.
"Seeing how accuracy, service speed, and food quality matter to our guests, we've changed our kitchen operations to give our patrons the best experience – and we can only do that because of Tattle."
James A.General Manager, MOD Pizza
The Results
$11,017,440 Recovered From Unhappy Guests In Six Months
MOD was able to recover a whopping $11+ million in guest detraction and achieve a 100% incident reply rate with more transparent performance monitoring.
Additionally, the average district manager logged into their dashboard 10x weekly and the average general manager 15x weekly — a testament to just how exciting and engaging Tattle is for management to use.
