Success Story
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.
“We now have correspondence with our customers that we didn’t have before.”
The Objective
Establish a Consistent Feedback Mechanism
Through scattered Yelp and Google reviews, the Starbird team long gathered incomprehensive information from their customers and were struggling to create an improvement strategy.
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.
Brand Overview
Integrations: Olo. Thanx
Locations: 9
Tattle partner since: 2020
Solution #1
Centralized Feedback Collection Within One Dashboard
Tattle 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.
“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.”
Solution #2
Easy Guest Win-Backs within One Dashboard
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.
“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.
The Results
%
Satisfied With Incident Replies
%
Incident Reply Rate
%
Survey Completion Rate
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.
Do you want to see similar success as Starbird Chicken? Simply click the button below to get started.
WANT MORE?
Watch an in-depth demo of the Tattle platform today!
