PICKING A CX PLATFORM

Hey there! In this rapid-fire comparison, we’re going to go through the differences between the Tattle and Ovation guest feedback platforms. The two platforms might seem to serve similar purposes, but in reality are built for brands with very different goals and operational models.

We’ll first highlight 3 key differentiations of both platforms, and conclude with a handy side-by-side comparison table. 

#1

In trying to generate actionable insights from a simple two-question survey, the Ovation platform seeks to squeeze water from a stone. But it’s simply not possible to do unless you ask your customers a variety of specific questions regarding each aspect of their customer experience.

And that’s exactly what Tattle does, with questions across each category and sub-category of a restaurant’s operations—all with an intuitive survey design that doesn’t compromise the completion rate.

Despite Tattle’s causation-based surveys being 55+ questions in length, the user experience is so fluid and well-refined that on average, a whopping 94.3% of guests who answer the first questino end up completing it.

And this is incredibly important, because if a two-question survey has roughly the same completion rate as the 55+ question survey, the better option ultimately becomes apparent – always opt for more data that gives you the 360-view of your customer experience.

#2

Within the Tattle surveys, we narrow down broad operational categories (i.e. Food Quality) into specific, actionable items that can be directly impacted or worked on by your teams (i.e. under “food quality”, you can have underlying factors like temperature, texture, flavor, etc.).

At a surface level, this removes any trace of guesswork by operations and enables GMs and location-level teams to target the root cause of an issue, further improving the overall guest experience.

But deeper than immediate operational fixes, the brand’s C-level executives and marketing teams can really dial in customer trends and priorities. Not only do operational factors reduce future guest detraction, it also serves as a positive in allowing for faster location launches, more impactful limited-time offers, and brand-wide revenue correlation.

This is a degree of insight and analysis that can’t be attained by the two-question survey Ovation uses.

#3

There are many dashboards that can present feedback data, but there’s only one that utilizes advanced algorithms to turn data into highly-specific objectives to be used by DMs, GMs, and location-level teams on a monthly basis.

That dashboard would be Tattle.

As an example, if a GM sees that their location has multiple improvements that can be made, they might have a difficult time designating what to tackle first. But Tattle Objectives removes this problem by showing the one thing – based one their level of impact on overall guest satisfaction – each location should focus on every month.

What’s really special is the fact that locations that meet their Tattle recommended objectives have an 84% likelihood of improving overall guest satisfaction within just 30 days. Moreover, 60-90 days after that goal is met, those locations will see an increase in revenue with a 97% certainty.

This Opportunity Rank algorithm plays a large factor in why restaurant brands opt for Tattle over Ovation.

In this section, we will look at the top customer experience management features and the corresponding strenth of each platform (on a scale of 0 to 100).

TESTIMONIAL

“We were not used to hearing so much real-time information as to what our guests were experiencing. It really got the team thinking more so from the perspective of a guest. Tattle has become part of our operations DNA at this point.”

Spencer Rubin
Founder & CEO, Melt Shop