Key Terminology

Common Tattle Dashboard Terms:

Below is a breakdown of some common terms and metrics you’ll encounter as you navigate the Tattle dashboard:

• • Customer Experience Rating (CER): This is the first question of the survey asking “How was your overall experience?” It’s similar to the CSAT score brands typically use to measure satisfaction.
    • • Industry CER/Rate – The industry is a representation of all Tattle partners.
      • Company CER/Rate – The company is your brand.
• Top Box: The percentage of guests that have selected 5 stars for that operational category.

• NSAT: Net satisfaction score. This score is calculated by dividing the top box score by incident involvement rate.

• Average Score: The average score of a survey including the Snapshot scores (on a 1-5 scale) for all operational categories, as well as the weighted additional questions that you add in your surveys.

• Operational Category: An operational category is an operational area that we collect feedback on. Some examples of operational categories are: Accuracy, Speed of Service, Food Quality, Hospitality and more. You can also customize the operational category that you’d like feedback on in your surveys.

• Factor: A factor is an underlying contributor to the satisfaction level of an operational category. For example, under the operational category Food Quality, you can have factors such as Temperature, Texture, Presentation etc. that break down Food Quality into more actionable sub-areas. You can also add your own customized factors to operational categories based on your organization’s needs.

• Snapshot: A snapshot contains an operational category and its associated underlying factors. The snapshot score is calculated based on how a guest rates their experience with the operational category (Accuracy, Speed of Service, etc.) from 1-5 stars, as well as whether they’re satisfied or dissatisfied with each contributing factor.

• Incidents: A survey submission that is given a CER rating of 3 stars or less.
  • • • Incident Rate %: The percentage of all survey submissions that have a CER of 3 stars or below
• Resolved: If an incident occurs and an email is sent to the guest, the guest would receive a prompt:“Were you satisfied with this reply?”. An incident is considered resolved if the guest indicates that they’re satisfied with the response / resolution.

• Recovered: A guest is defined as recovered if they (a) fill out another questionnaire after a prior incident, (b) they redeem a Tattle-generated reward (in-store redemption), or (c) make another transaction through an ordering / POS platform that integrates with Tattle.

• Opportunity Rank: Opportunity Rank is calculated by how strongly a category’s score correlates with the Customer Experience Rating (CER) and how much room for improvement there is, identified by a low Top Box score. The category with the highest opportunity, is likely to provide the greatest improvement to the CER if improved.