The Partnership
El Jannah & Tattle
El Jannah is one of Australia's most beloved quick-service chicken brands, known for generous portions, bold flavors, and a loyal customer base across generations.
As the brand expanded, El Jannah needed a feedback platform that could keep pace with operational complexity and guest expectations across every location.
Since partnering with Tattle, El Jannah has transformed how feedback flows across the business, creating a faster, smarter, and more connected guest experience operation.
- POS: RedCat
- Integrations: Salesforce Service Cloud, PowerBI, CRM
- Locations: 50+
- Survey Completion Rate: 97.8%
The Challenge
Feedback Was Coming In, But Not Going Anywhere
As El Jannah scaled, guest feedback arrived through multiple channels without a single operational system to ensure each issue was seen, triaged, and followed up consistently.
The CX team needed more than a survey tool. They needed a deeply integrated platform that could fit into existing workflows, surface trends quickly, and help teams take action without increasing manager workload.
They also needed a stronger guest recovery process that could respond personally and quickly at scale when a guest had a poor experience.
"We needed feedback to flow directly into our customer service workflow, not sit in a separate system that someone had to manually check. Every guest issue needed to be seen, and every guest needed to hear back."
Tyler MasonChief Technology Officer, El Jannah
The Solution
A Fully Connected Feedback System
El Jannah implemented Tattle as an integrated operating layer, not a standalone tool. Feedback collected through Tattle now flows automatically into Salesforce, CRM workflows, and PowerBI reporting.
By integrating feedback with POS data, teams can connect comments to real order context, improving issue resolution speed and quality.
When guests report a poor experience, teams can issue recovery vouchers quickly to rebuild trust before the relationship is lost. To date, El Jannah has recovered 4,500+ guests through this process.
Tattle's AI-powered insights also replaced manual comment review at scale, helping teams identify patterns, prioritize improvements, and move from analysis to action much faster.
"Instead of manually reviewing every comment, Tattle helps us identify patterns and surface the areas that need attention most. It's made it so much easier for our teams to prioritize and act."
Tyler MasonChief Technology Officer, El Jannah
Adoption & Culture
From Reporting Tool to Guest Excellence Mindset
El Jannah's rollout focused on positioning Tattle as a practical tool for managers, not a top-down reporting system. Teams quickly adopted it once they saw how fast issues could be identified, resolved, and improved at the location level.
This shift helped embed guest feedback into day-to-day operations. Feedback became something the business actively uses to improve, not just something collected and reviewed after the fact.
The Results
37.7% More Satisfied Guests and Counting
Since Q1 2024, El Jannah has increased overall guest satisfaction by 37.7%. With 3.5M+ feedback data points and a 97.8% survey completion rate, the team now operates with deeper and faster guest intelligence than traditional review channels can provide.
The guest recovery program is also delivering strong retention outcomes, with a 92% reply rate to feedback and 4,500+ recovered guests. In the first six months, the program also generated 3,000+ new online reviews, strengthening public brand perception.
Key Outcomes With Tattle
- 37.7% increase in overall guest satisfaction since Q1 2024
- 3.5M+ feedback data points captured for operational decisions
- 97.8% survey completion rate
- 4,500+ guests recovered through targeted voucher follow-up
- 92% reply rate to guest feedback
- 3,000+ new online reviews within 6 months
- Integrated workflow across Salesforce, PowerBI, CRM, and POS
- AI-powered prioritization to replace manual comment triage
"The speed at which we can now turn guest feedback into real operational improvements has been one of the biggest surprises of this partnership. Tattle doesn't just show you what guests are saying. It helps you do something about it, fast."
Tyler MasonChief Technology Officer, El Jannah
