Prior to Tattle, Robeks mainly relied on the occasional mystery shops to gauge the guest experience at the store level.

“Those programs were good and served the purpose, but the shoppers weren’t our customers, and were outside the demographics we were serving,” said Mike Pisani, VP of Operations at Robeks.

Mike and the team decided to engage a third-party survey platform in order to reach more of the customer base. While evaluating most of the providers on the market, they discovered Tattle.

“I was blown away by the amount of attention to detail, and the one-to-one interaction that Tattle provides as opposed to other competitor platforms,” said Mike “Tattle’s ability to customize the program for a company our size simply knocked it out of the park, and every day working with the company was fantastic.”

Partnership aside, Mike was mind-blown by how powerful Tattle is, especially how it breaks down the entire guest experience into actionable factors. This allows Robeks to quickly uncover the real reasons behind fluctuations in sales.

“For example, at one location we were putting our foot on the gas to improve speed of service, we saw in Tattle that our accuracy became a huge issue: we were getting orders out so quickly that the products were below our company standard,” Mike said.

Therefore, Mike facilitated a franchisee training to make sure every order meets the company standard. Soon enough, accuracy scores improved.

“We conduct a monthly operations phone call, and Tattle is a huge part of my presentation,” Mike said. “I share with my operators our performances and what the ‘aha’ moments are.”

One “aha” moment, for example, was that seasoned employees — often staffed during important day parts — don’t always provide the most hospitable experience as reflected by Tattle’s hospitality scores. Robeks was then able to quickly adjust strategies and see hospitality improve.