Success Story

Starbird Chicken Establishes Consistent, Reliable Feedback Approach with Tattle

How Starbird Chicken moved away from an incomplete view of the guest experience to a centralized customer experience management approach.

starbird chicken food picture

“We now have correspondence with our customers that we didn’t have before.”

Maya Pocock
Marketing Specialist
Starbird Chicken

Starbird Chicken Maya

The Objective

Establish a Consistent Feedback Mechanism

Through scattered Yelp and Google reviews, the Starbird team long gathered incomprehensive information from their customers and were struggling to create an improvement strategy.

With unreliable sources and scarce reviews to sift through, Starbird felt stagnant in their approach to feedback. They wanted to be closer to their customers and had no avenue to accomplish that connection. Without a dashboard or database to track these interactions, Starbird was unable to organize their feedback or internal correspondence to gain insights into the customer experience.

Brand Overview

Integrations: Olo. Thanx
Locations: 9
Tattle partner since: 2020

starbird chicken food tray
Guest Recovery

Solution #1

Centralized Feedback Collection Within One Dashboard

Tattle allowed Starbird to see the feedback in a streamlined and easy to understand way. In the Dashboard, users are able to look at their specific locations, track what feedback is coming in, and respond accordingly in real time.

“With Tattle, I know that what the customers are saying is accurate because every location and time stamp is included in the feedback submission. We aren’t just getting negative, random reviews on social media any more. Now we have real customers attached to real experiences.”

Solution #2

Easy Guest Win-Backs within One Dashboard

With each incident (customer who rates 3 stars or below), the team can automatically, or manually, follow up with a personalized note along with rewards to recover guests and nurture long-term loyalty.

With full transparency and visibility into how each incident is handled, Starbird Chicken is able to have a deeper understanding of each customer behind each experience, and build a stronger relationship with their guests like never before.

“I take great pride in being able to respond to every Tattle we get. I know that in the future, the process will be somewhat automated, but for now as we are just getting started, seeing the effects of these kinds of interactions with our customers has been eye opening. They want to give feedback and appreciate that personalized reciprocation from us,” said Pocock.

Guest Recovery

The Results


Satisfied With Incident Replies


Incident Reply Rate


Survey Completion Rate

starbird chicken case study tattle

Starbird has been able to achieve an incident rate that’s 5% lower than industry average, and was able to recover 377 customers within a year. 

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