Success Story

MOD Pizza Generates Over $11 Million With Tattle’s Guest Recovery

Through Tattle’s proprietary Customer Experience Improvement platform, MOD Pizza is winning back dissatisfied customers like never before.

MOD pizza tattle case study

“Tattle has become our center of gravity.”

Alicia Alfi
Senior Manager of
Strategy & Analytics
MOD Pizza

MOD pizza tattle case study

Our Partnership

MOD Pizza Wanted To Maximize Operations And CX. So They Came To Us.

As an exploding Pizza brand, MOD wanted to dive deeper than they had ever gone into the customer experience. They were in search of granularity, actionability, and customer retention.

Naturally, we were the perfect fit.

Brand Overview

Integrations: Olo, Punchh
Locations: 500+
Tattle partner since: 2019

The Objectives

Inspire Management & Keep More Customers

MOD Pizza wished to move away from their traditional CSAT provider towards a provider that inspires more engagement from DMs and GMs — specifically when it comes to improving guest satisfaction and recovering dissatisfied guests with apology emails and rewards at their locations.

Moreover, they wanted to create accountability among the team, to make sure that each guest is treated with the personalized attention they deserve, so that MOD could drive greater retention and recovery over time.

MOD pizza tattle case study
Incident Management Reviews

Solution #1

Firing Up Tattle’s Incident Management Dashboard

For optimal coaching and performance, MOD Pizza leverages Tattle’s Guest Incident Management capabilities in order to measure DM and GM accountability, specifically by tracking metrics such as:

  • Incident Rate (%)
  • Average Time to Review an Incident
  • Average Time to Respond to an Incident
  • Average Reply Rate (%)
  • Average Satisfaction With Apology Rate (%)
  • Guest Recovery Rate.

Through Tattle’s integration with Punchh, MOD Pizza was able to send guests Free Pizza Punchh in order to recover dissatisfied customers and retain existing customer.

Solution #2

Simple, Intuitive Dashboard That Allows For Speedy Adoption Across The Brand

MOD Pizza chose Tattle due to its simple and intuitive dashboard, which requires minimal training for the 550+ executives, District Managers, and General Managers.

This has been able to inspire higher engagement among the teams, which leads to better guest recovery efforts. District Managers now have concrete metrics and action items to have productive conversations about the Objectives with their location managers.

Restaurant Location Guest Satisfaction Software Platform
Pinpoint Operational Issues Restaurant Tattle

Solution #3

Driving High Engagement With Granular Operational Data Collected In Real-Time

For General Managers, one of the key metrics for their understanding of how well their location is doing is the Customer Experience Rating (CER), viewable in the Tattle Dashboard.

Because engagement within the Tattle Dashboard continued to grow, it sparked an internal competition known as the ‘Tattle Paddle”. The paddle is awarded to the location with the best CER score, a recognition coveted by GMs company-wide.

The Results


Acquired Through Tattle’s Guest Recovery

Unhappy Guests Won Back


Avg. Satisfaction w/ Apology Rate


Incident Reply Rate

MOD was able to recover a whopping $11+ million in guest detraction and achieve a 100% incident reply rate with more transparent performance monitoring.

Additionally, the average DM logged into their dashboard 10x weekly and the average GM 15x weekly — a testament to just how exciting Tattle is for management to use.

Want More?

Watch an in-depth demo of the Tattle platform today!

Tattle Play Demo Video