Case Study
Salad Collective 10X Feedback Volume Per Month Per Location with Tattle
How Salad Collective leverages Tattle’s integration with Olo and Punchh to receive high-volume, actionable customer feedback.
Daniel Pinneaux, Director of Operations Services
Tattle has eliminated the need for secondary feedback sources.
INDUSTRY
Fast Casual
INTEGRATION
Olo, Punchh
LOCATIONS
38
PARTNER SINCE
2019
The Challenge
Lack of a Centralized Feedback System that Informs Action
Salad Collective (MAD Greens and Snappy Salads) struggled to collect sufficient feedback through their previous guest feedback platforms. Due to statistically insignificant feedback volume from a paper receipt survey invite, their GMs, DMs, and executive team couldn’t identify the correct insights from the data for improvement, and as a result, didn’t feel confident in making impactful decisions based on the feedback data.
Especially with the rapidly growing off-premise revenue, the team urgently needed a new feedback solution that gives them full visibility into the guest experience of all ordering channels, including dine-in, takeout, delivery and drive-thru.
The Tattle Solution
Centralized Feedback Collection and Analytics Through Integrations.
Salad Collective launched with Tattle’s Olo & Punchh integration in order to supercharge their feedback volume. Through this digital-first solution, guests are sent a survey email 1.5-hours after their digital order, with pre-populated unique transactional data such as location, time of day, ordering channel, email address and more.
Not only does the survey ask customers about their overall rating of each operational category, such as food, speed of service, hospitality etc., but also it collects factor-level feedback beyond broad categories
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.
The Results
Soon after implementing Tattle, Salad Collective experienced a 10X increase in monthly feedback volume per location. More importantly and for the first time, the Salad Collective team obtained actionable feedback into their off-premise ordering channels and high-impact areas to improve. This sets them up for steady long-term growth and customer retention.
%
survey completion rate
%
incident reply rate
%
satisfied with incident replies
Tattle has eliminated the need for secondary feedback sources, and helped us pinpoint opportunities to shift operational focus.
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