The Partnership
Guest Experience As the Cornerstone Of Slutty Vegan
Founded in 2018 by Pinky Cole, Slutty Vegan started as a food truck serving indulgent plant-based burgers in Atlanta.
Known for its bold flavors, playful branding, and mission-driven approach, it has quickly grown into a cult favorite with multiple locations, offering a fully vegan menu that satisfies vegans and meat-lovers alike.
- Integrations: Appfront, Toast
- Locations: 19
- Survey Completion Rate: 81.6%
The Challenge
Online Reviews Simply Aren't Enough
As a brand recognized for its unique customer experience, Slutty Vegan knew it had to keep a finger on the pulse of guest satisfaction and feedback at every single point along the customer journey.
"We were leaving the narrative of customer service up to third-party platforms like Yelp and Google," said Jason Crain, President of Slutty Vegan. "But with online reviews, you can't ask specific questions to go more granular beyond just generic reviews."
Also, with QR codes on receipts, survey emails, and website widgets, brands can capture feedback from a truly diverse array of customers.
"Tattle allows our team to access customers at different points of the buying journey to give more flexibility to customers for how they send us feedback," Crain stated.
Moreover, Slutty Vegan wanted transparency amid their rapid growth.
"A huge value that Tattle provides for me is transparency," Crain said. "As we mature and scale so quickly, having transparency across locations regarding our key metrics is huge."
Slutty Vegan makes sure that they're always exceeding the industry benchmarks provided by Tattle. These benchmarks cover many metrics, from Customer Experience Rating (CER) to Incident Rate.
Jason noted that the intuitive Tattle dashboard saves him and his team time by presenting clear, understandable, and actionable insights. They don't have to worry about digging into cumbersome data reports.
"Every week I'd look at the reports and use them as guides to ask questions to my team, so we can analyze together what's driving certain things I see in the reports," said Jason. "This makes sure that all teams across our locations are focusing on what matters for our business."
The Solution
Prioritize & Operationalize Guest Feedback With Tattle
Whether you have 2 minutes or 2 hours to check feedback, Tattle is always helpful.
As a takeout-only restaurant brand, Slutty Vegan experiences high order volume at every unit. As a result, their GMs don't have much bandwidth to manage a separate CX platform.
That's where Tattle's automated daily and weekly summary emails become incredibly important for location-level teams.
"Tattle's surveys tell us that about 97% of our customers are 'virgins' (people who visit Slutty Vegan for the first time). This feedback allows our teams to be more intentional about giving people 'slut calls' (how Slutty Vegan greets their customers)," said Dominique Davis, Director of Training and Culture at Slutty Vegan.
"This is what gets people to post about their experience on Instagram, which then attracts more people to come to our stores and get that experience," she continued.
Slutty Vegan consistently improved, moving into legendary Tattle status.
Slutty Vegan conducts two meetings each week to provide analytics on Tattle and operational updates.
"We pride ourselves on customer service," said Dominique. "By seeing our metrics in Tattle, we know that our incident rate (reviews with 3 stars or below) is far below the industry benchmark."
The constant monitoring and discipline enables Slutty Vegan to execute at a high level across all operational categories. The brand quickly escalated to the 99th percentile of Tattle customers, maintaining record-high scores against other Tattle partners.
Tattle helps to drive expansion for Slutty Vegan.
As Slutty Vegan rapidly expands its footprint beyond Atlanta, the brand continuously pushes Tattle across all its units.
"For example, if you've visited us in Atlanta but don't see a particular item being offered in New York, they can submit feedback to us and request that menu item," said Dominique.
Jason mentioned that the team now has tremendous flexibility to experiment around new product launches and initiatives, as Tattle surveys can be easily customized on the fly.
This is not to mention the vastly greater quantity of feedback submissions Tattle offers compared to mystery shops — Slutty Vegan consistently gets thousands of survey responses on a monthly basis, at a fraction of the cost of what mystery shops would charge.
