Case Study
Starbird Chicken Establishes Consistent, Reliable Feedback Approach with Tattle
How Starbird Chicken moved away from an incomplete view of the guest experience to a centralized customer experience management approach.
Maya Pocock, Marketing Specialist
We now have correspondence with our customers that we didn’t have before.
INDUSTRY
Fast Casual
INTEGRATION
Olo, Thanx
LOCATIONS
9
PARTNER SINCE
2020
The Challenge
Lack of a Consistent Feedback Mechanism
Starbird Chicken wasn’t utilizing any specific platform for feedback. Through scattered Yelp and Google reviews, the team was gathering incomprehensive information from their customers and were struggling to formulate a strategy for improvement.
With unreliable sources and scarce reviews to sift through, Starbird felt stagnant in their approach to feedback. They wanted to be closer to their customers and had no avenue to accomplish that connection. Without a dashboard or database to track these interactions, Starbird was unable to organize their feedback or internal correspondence to gain insights into the customer experience.
The Tattle Solution
Centralized Feedback Collection Within One Dashboard
Adopting Tattle as their feedback platform allowed Starbird to see the feedback in a streamlined and easy to understand way. In the Dashboard, users are able to look at their specific locations, track what feedback is coming in, and respond accordingly in real time.
Maya Pocock, Marketing Specialist at Starbird Chicken said: “…with Tattle, I know that what the customers are saying is accurate because every location and time stamp is included in the feedback submission. We aren’t just getting negative, random reviews on social media any more. Now we have real customers attached to real experiences.”
With each incident (customer who rates 3 stars or below), the team can automatically, or manually, follow up with a personalized note along with rewards to recover guests and nurture long-term loyalty. With full transparency and visibility into how each incident is handled, Starbird Chicken is able to have a deeper understanding of each customer behind each experience, and build a stronger relationship with their guests like never before.
The Results
The significant jump in feedback volume has been illuminating for the team.
“I take great pride in being able to respond to every Tattle we get. I know that in the future, the process will be somewhat automated, but for now as we are just getting started, seeing the effects of these kinds of interactions with our customers has been eye opening. They want to give feedback and appreciate that personalized reciprocation from us,” said Pocock.
Starbird has been able to achieve an incident rate that’s 5% lower than industry average, and was able to recover 377 customers within a year.
%
incident reply rate
%
survey completion rate
%
satisfied with incident replies
“With Tattle, we aren’t just getting negative, random reviews on social media any more. Now we have real customers attached to real experiences.”
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