Case Study
Zippy’s Restaurants Upgrades From Legacy Platform to Gain Insights into Off-Premise Experiences
How Zippy’s Restaurants moved from legacy feedback management platforms to Tattle’s new CXI solution designed for hospitality operators.
Monica Carpenter, Customer Service Manager
Tattle is self-serving and we don’t have to wait to see the feedback come in.
INDUSTRY
Fast Casual
INTEGRATION
Onosys
LOCATIONS
22
PARTNER SINCE
2021
The Challenge
Lack of Visibility into Off-Premise Ordering Experiences
Unfortunately, their existing feedback platform simply wasn’t enough f0r collecting feedback across sales channels. Zippy’s wanted a more powerful Customer Exprience Improvement (CXI) platform that could integrate with their Onosys mobile ordering system to understand what customers think about their off-premise services.
The Tattle Solution
Greater feedback volume across all ordering channels.
Switching to surveys ensured the team had enough varied feedback to gather the insights required to take action. Not only were they receiving “way more feedback with Tattle than with our old legacy platform” according to Monica Carpenter, Customer Service Manager at Zippy’s Restaurants, but the diversity in the feedback was also helpful.
Another reason why Zippy’s made the switch to Tattle without reservations was that Tattle already integrates with their ordering platform Onosys, which is one of the many digital ordering, loyalty apps, kiosks and more integration partners Tattle has. This has made the implementation of Tattle easy and smooth for the Zippy’s team.
With off-premise ordering still contributing to a significant part of revenue, Zippy’s Restaurants knew that off-premise measurement would give them a greater opportunity for both operational improvement and guest recovery.
The Results
With a Dashboard that is self-serving and easy to use and more feedback than they ever imagined, Zippy’s Restaurants now has a window into the customer experience that didn’t exist before.
“Tattle is self-serving and we don’t have to wait to see the feedback come in. We are more involved and we have more control over our guest recovery efforts,” said Carpenter. “We also love the photo wall. The photos make it so much easier to communicate internally because they translate seamlessly into an email. Our operations team is excited about the platform.”
%
incident reply rate
%
survey completion rate
%
satisfied with incident replies
Tattle is self-serving and we don’t have to wait to see the feedback come in. We are more involved and we have more control over our guest recovery efforts,”
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To learn more about how successful brands use Tattle to make improvement decisions rooted in customer feedback — book a demo with us today.