Prior to Tattle, Yoshinoya mainly relied on anecdotal feedback through emails or phone calls, and those were typically negative rather than constructive.

“We were looking for a way of using customer feedback to quantify [the impact of] the changes we were making, such as upgrades to our menu items, and level set where our guests think we do well,” said Damon Thomas, VP of Operations at Yoshinoya.

In addition, the feedback through emails and phone calls was typically delayed, making it difficult to investigate issues or recover customers promptly.

“Now with real-time feedback using Tattle, we can have the data at your fingertips and know exactly what’s going on, adjust quickly, and make decisions quickly based on it,” said Damon.

“When you’re able to put data behind decisions, it’s much easier to get buy-in from the team,” said Damon.

As data collected through Tattle filters down to the individual restaurant level, leadership can now leverage location-specific satisfaction data to align team members on priorities.

For example, data on Tattle shows that “attentiveness”, rather than “friendliness”, is the key area for improvement under Hospitality. This helps the cashiers and team members understand the difference between the two: the former entails being able to focus on the guest and not distracted — which is greatly valued by the customers.

“We have a customer service team member whose focus is taking care of guest concerns and feedback,” said Damon. “She loves the platform, and our goal is to move all guest communications into Tattle, and respond to them from there.”