Insights & Updates
Latest from Tattle
Discover trends, tips, and insights to elevate your restaurant operations.
Discover trends, tips, and insights to elevate your restaurant operations.
Tattle Team
Editor’s Note: This article is a recap from a panel discussion — you can watch the full recording by clicking on the thumbnail below.
In this live panel session titled “Beyond Surveys: Fast-Growing Brands Share Winning CX Strategies”, we’re featuring 4 highly successful Tattle partners who shared how they act on real guest insights to drive satisfaction and sales.
Several panelists, including Chris from Miguel’s and Nick from Prince Street Pizza, highlighted how Tattle enables them to move from vague public reviews to specific, actionable data—from food quality and speed to time of day and order accuracy.
Chris noted that their team focused early adoption efforts on improving accuracy scores, especially important for their quick-serve business. Nick said this data allowed his team to identify gaps in greetings and overall hospitality, which led them to bring in a hospitality training consultant.
At Angry Chickz, VP of Marketing Tonya McCoy explained how her team uses Tattle not just to assess performance but to inform training opportunities. When trends emerge across locations—like slower service or inconsistent food quality—they use that information to coach teams, increase sales, and tighten consistency.
Samantha from Prince Street emphasized that even as a new team member, being able to learn from other locations’ feedback has accelerated her ability to contribute to their training programs.
Rather than overwhelming operators, the brands emphasized starting with a focused set of metrics. Miguel’s began by tracking overall CER (Customer Experieng Rating) scores and accuracy, while also using physical flyers and QR codes to drive feedback—especially important for their largely drive-thru business.
Angry Chickz and Prince Street Pizza both added QR codes to receipts and dine-in table tents. Nick also mentioned automated email prompts two hours after a visit to encourage responses.
Each panelist stressed the importance of cross-level engagement in the platform. Tonya mentioned that everyone from district managers to restaurant-level teams has Tattle access and is expected to respond quickly to guest issues. Though her initial goal was 24-hour responses, her team now averages just 12–13 hours.
Chris added that pre-written templated responses and predefined guest recovery offers helped his GMs and AGMs respond faster and more confidently—without needing to “be a journalism major.”
Nick shared that even their CEO sees every Tattle review, which encourages accountability from the top down.
One unexpected insight came from Miguel’s: by reviewing daypart performance data, they discovered that some managers were only working during their preferred shifts. When leadership required managers to work across all time blocks, feedback scores began to even out across shifts, resulting in better overall performance.
All three brands emphasized that focusing solely on negative feedback can create a demotivating environment. Tonya put it plainly: “If we’re only focusing on what’s going wrong, that’s not healthy.” Highlighting positive reviews, recognizing great team moments, and sharing wins has kept morale high across their organizations.
Mistakes happen—but how the team handles them is what makes the difference. As Nick put it, “People will be more forgiving if you’re smiling when you mess up their order.” Chris echoed that sentiment, distinguishing hospitality from service: service is what you do, hospitality is how you make guests feel.
