Our Partnership
Burgerville & Tattle
Before "sustainability" and "local" became the industry buzzwords, Burgerville was already a pioneer known for spotlighting local Pacific Northwest ingredients such as Walla Walla onions, berries and asparagus.
Founded in 1961, the chain now has 39 restaurants with the goal to open at least six more in the next year.
- Integrations: Olo, Punchh
- Locations: 40+
- Survey Completion Rate: 97.1%
Better Feedback
From Social Reviews to Tattle Surveys
Before Tattle, keeping tabs on guest feedback was a frustrating chore.
"Using Yelp, Google and other social media scores was tough," said Beth Brewer, EVP at Burgerville, "because there were very few reviews, and it wasn't a true measure of what's happening at each location."
They also tried mystery shops – but those were expensive, infrequent, and statistically unreliable. For a brand constantly adjusting their menu and operations, it wasn't enough.
"We came across Tattle and learned that it integrates with our tech stack, Olo, LevelUp and Punchh. We also use QR codes to collect dine-in feedback," said Beth. "Our in-store and drive-thru feedback went up through the roof, and we were able to get in-the-moment feedback more quickly."
Also, before Tattle, Burgerville mostly received feedback from people who filed complaints to claim refunds. But after Tattle, they received more specific feedback from a broader range of guests, even down to the individual menu items.
"Now we're getting both positive and constructive feedback, so we're able to see if there was indeed a recurring issue or just a one-off incident."
Beth BrewerEVP, Burgerville
Key Metrics:
- 28,169 - Surveys Received in One Year
- 1.07 million - Actionable Guest Insights Collected
Menu Insights
Using Guest Feedback to Ace New LTOs
Burgerville is very adept, sometimes running up to five LTOs simultaneously to keep the experience exciting for guests.
"Before using Tattle, we had to wait a week and a half to see any feedback come in, and by then we'd already be halfway through the LTO promotion," said Beth. "With Tattle's item-level feedback, we can launch an LTO on Tuesday, have a meeting on Thursday to discuss its feedback, and the operations team can get to work right away and resolve any product-level issues."
The high-velocity, real-time guest feedback also allows Burgerville to reach out to the guest immediately, offering a thank-you gift and asking them to come back again after the issues are resolved.
"Very often people can have three great visits and one not-so-great visit, but Tattle gives us the opportunity to resolve the issue, and bring them back for another visit."
Beth BrewerEVP, Burgerville
Key Achievements:
- 100% - Guest Reply Rate Achieved
- 56% - Increase in Accuracy Scores
Detailed & Actionable
Transforming Feedback Into Real-Life Results
Every Burgerville operator has found a home in the Tattle dashboard.
A dedicated view in the Tattle platform exists for everyone, from executive down to GM. It's specific to the scope of their job, but maintains the common goal of achieving measurable results.
VP-level leaders use high-level metrics, graphs, and reporting to get a 30,000 ft view of how the brand and districts are performing. We also offer tailored quarterly reviews for Burgerville, which contain insights down to the unit level.
District Managers love to look at how different operational categories (e.g. accuracy, speed, food quality etc.) perform at a district and unit level, and offer GM coaching based on those insights.
GMs focus a lot on individual feedback content for issues specific to their location, as well as day part performances to optimize staffing strategies.
It works on paper and in practice. Every single day.
For example, a District Manager noticed that one location's top improvement opportunity in Tattle was speed of service.
He worked with the GM to focus specifically on that weak point, setting concrete action items to improve the operational process. In the weeks and months that followed, that location came to have the best speed of service score within the entire organization.
"I don't think Tattle is 'set it and forget it,'" said Beth. "You can change the questions at any time, and update them when you're working on something specific so you can get instant feedback on the changes you're making."
And in wrapping up our conversation on the subject of Tattle, Beth had one more thing to say...
"Get Tattle."
"You want to make sure the questions you're asking in the surveys are things you're willing to take action on, because Tattle provides very actionable feedback."
Beth BrewerEVP, Burgerville
