Case Study

The Counter Saw Significant Increase in Feedback with Tattle’s Causation-Based Survey

“It’s the least intrusive piece of tech that allowed us the highest percentage of people responding.”

— Peter Katz, Multi-Unit Franchise Owner

Peter Katz, Multi-Unit Franchise Owner

Having Tattle data was a life saver.

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INDUSTRY

Full Service

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INTEGRATION

Olo

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LOCATIONS

7

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PARTNER SINCE

2019

The Challenge

Insufficient, Uninformative Feedback

The Counter wasn’t getting enough feedback to understand where their strengths and weaknesses were. Without constant and reliable insight into the guest experience, strategic decisions regarding operations were sometimes difficult to make. With seven restaurants, they were unsure about which issues were concept-related and which were operations-related.

Similarly, they weren’t sure which of their unique qualities were important to the guest. The data they were looking at just wasn’t robust enough to tell a story or empower them to make operational changes with confidence.

The Tattle Solution

Causation-Based Survey to Uncover Key Opportunities

Tattle’s survey allows The Counter team to identify issues beyond broad categories, and really drill into every element of the customer experience to isolate the areas that require improvements.

“With the causation-based survey already in place during the pandemic and off-premise orders rising at a rapid pace, having Tattle data was a lifesaver,” said Peter Katz, Multi-Unit Franchise Owner. “The causation-based survey helped us to better understand our customers. Being able to ask questions not only regarding their experience, but also asking what would drive them to come back, enabled us to make specific changes to encourge their returning patronage.”

The counter tattle case study
AI-Driven Improvement Recommendations

Tattle also automatically translates data into actionable items for the The Counter 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.

With Tattle’s help, The Counter team uncovered the key opportunity with their off-premise deliveries: missing or innacurate items. Armed with the knowledge gathered from Tattle data, The Counter saw that some locations were doing better than others and was able to bring the awareness to the operations team who ultimately improved the quality control process for off- premise orders.

“We knew these issues could be addressed with either training or workflow changes, and we were able to address both to improve this for our customers,” said Katz.

3Fifteen Tattle 3Fifteen Tattle factor in operational categories

The Results

With an exceptionally high completion rate, the real-time, objective feedback The Counter now receives is far greater than any previous methodology they were using before.

“While it’s difficult to read complaints, seeing an overall increase in feedback is encouraging and it’s all information we need to understand. We didn’t always have it before and I know that if I see one complaint, there’s probably five or ten times that many people who could be experiencing the same issue, so we can make an appropriate change knowing that it will affect more of our customers in a positive way,” said Katz.

“We chose Tattle because it was the least intrusive piece of tech that allowed us the highest percentage of people responding…We knew we had to take this back to our brand, Kahala Brands, and be an ambassador of Tattle. We love having Tattle on our side,” said Katz.

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survey completion rate

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order is ready upon pickup

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satisfied with incident replies

“With the causation-based survey already in place during the pandemic and off-premise orders rising at a rapid pace, having Tattle data was a lifesaver.”

Peter Katz

Multi-Unit Franchise Owner, The Counter

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