Case Study
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.
“Tattle has become our center of gravity.”
Alicia Alfi
Senior Manager of
Strategy & Analytics
MOD Pizza
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.
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.
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
$11,017,440
Aquired Through Tattle’s Guest Recovery
%
Incident Reply Rate
%
Avg. Satisfaction w/ Apology Rate
%
Survey Completion 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. That’s a testament to just how exciting Tattle is for management to use.