Case Study

Tarka Indian Kitchen Replaces Mystery Shoppers With Data-Driven Feedback Management

How Tarka Indian Kitchen uses Tattle integrations with Como and Restolabs to build a feedback management system with a focus on action and improvement.

Tinku Saini, CEO & Co-Founder

Tattle makes it easy to digest it all and take action in a meaningful way to drive
improvement.

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INDUSTRY

Fast Casual

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INTEGRATION

Restolabs, Como, Revel

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LOCATIONS

8

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PARTNER SINCE

2021

The Challenge

Lack of a Centralized Feedback System that Informs Action

To gather customer feedback, Tarka Indian Kitchen tried everything: from social media reviews and direct email responses, to website contact forms and monthly mystery shopper reviews. While these options provided some information, they weren’t frequent or detailed enough to give Tarka any actionable data, and there was no centralized platform to gather the feedback and track follow-ups.

At a macro level, Tarka’s feedback collecting process lacked the ability to identify real issues that were more than just one-off instances. These surface-level data gathering was not enough to paint the bigger picture of their overall guest satisfaction, or display trends across locations and time. At a micro level, each feedback submission often lagged behind when the experience took place, leaving the team with no chance of real-time guest recovery.

“We were looking for a platform that would provide us with a lot more feedback. We needed an integrated solution with our rewards program, online ordering system, as well as our point of sale system,” said Tinku Saini, CEO and co-founder of Tarka Indian Kitchen. “We also knew we had to have visibility into off-premise ordering. That was a high priority.”

The Tattle Solution

Centralized Feedback Data Collection and Analytics Through Integrations.

By utilizing the existing integration with Tarka’s rewards program, Como, Tattle was able to unlock a flood of feedback for Tarka immediately after the implementation, all without the need for reward incentives. This is also common among many other Tattle brand partners: customers are eager to provide feedback, and Tattle provides the perfect vehicle for that to happen.

Tattle also built a specific integration with Tarka’s Restolabs Online Ordering system, which allows Tattle to send surveys to customers order online but are not part of the rewards program. For third-party delivery orders, Tarka is able to leverage flyer inserts with a QR code directing people to their online Tattle survey. They also used the QR code on table tents for dine-in customers.

tarka indian kitchen tattle survey and dashboard

Going from very little feedback to an incredible amount is exciting. Thankfully, Tattle makes it easy to digest it all and take action in a meaningful way to drive improvement.

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 for the Tarka teams. 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.

“We thought that online ordering was causing a problem for our guests. But after seeing the data come in, we found that we had a 93% score for our ordering process which was a surprise…and a relief.”

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.

3Fifteen Tattle 3Fifteen Tattle factor in operational categories
Real-Time Customer Recovery and Employee Accountability

Having a guest recovery process firmly in place has deeply impacted the team. Tattle can send automatic apology emails to guests who rate 3 star or below, and even send along rewards through an integration with Punchh.

“Having an automated response is fantastic. If it’s a thank you or an apology, it allows us that instant reply to our customers that consumers in this day and age expect,” said Saini.

With Incident Timeline management, Tarka is able to monitor how each location responds to customer issues, and whether customers are satisfied with the resolution. This has allowed Tarka operations teams to enforce accountability, and have visibility into each location’s performance.

“Recently we received some feedback regarding a situation where a customer received chicken in their vegetarian dish. This is a critical issue. In the past, we may not have known about that until much later. But because of Tattle, somebody provided that response, the manager at the location got the notification but so did our ops team. Right away, the manager was able to remedy the situation, but also our ops team was able to reach out to our manager and ask them to check their stock and ensure their back of house was properly prepared,” said Saini.

Tattle incident timeline management

The Results

Identifying critical issues immediately and being able to take action in real time has breathed new life into the Tarka Indian Kitchen team.

“Whether issues are one-off occasions or signs of an emerging trend, we can cake action at a location level or group level. These trends show us how one location might be underperforming over another and this keeps us all accountable,” said Saini.

Something else that speaks to Saini is the possibility of competitions among different locations.

“We can’t wait to implement customer service front of house competitions. By using Tattle data, we can empower our staff by rewarding them within a bonus structure that is directly attributed to specific people at specific times and that’s something we’ve never had,” said Saini.

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survey completion rate

%

satisfied with incident replies

%

lower incident rate than industry average

“Tattle makes sure we are getting feedback from every aspect, then gives us the data in an easily digestible way to make any necessary changes.”

Tinku Saini

CEO & Co-Founder, Tarka Indian Kitchen

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