The Partnership
Carrot Express & Tattle
Founded in 1993, Carrot Express is a Miami-based restaurant brand.
Since their inception, the brand has built a devoted following with its innovative approach to healthy fast food, providing wholesome, flavorful meals without compromising on speed or convenience.
- Integrations: Olo, Toast, Paytronix
- Locations: 28
- Survey Completion Rate: 93.7%
Guest Feedback
High Velocity. Real-Time. 24/7.
The speed and volume of Tattle feedback became very apparent, very quickly.
When Carrot Express opened a new restaurant in central Miami, the team was stunned to see such comprehensive submissions rolling in on the first day.
"We had been open for just four hours and were already getting Tattle feedback – how fantastic is that?" said Michael Schatten, Senior Vice President of Operations.
Tattle automatically surveys guests after a transaction or reward redemption via integrations with Carrot Express' existing tech stack, Paytronix and Toast.
The brand also displays QR codes of their Tattle survey link in-store and on take-out bags to increase survey volume.
"Tattle surveys feel very short and concise, but have enough data to capture the full guest experience."
Michael SchattenSVP of Operations, Carrot Express
Tattle surveys are completely distinct from any other service or platform.
Having used Google, Yelp, mystery shops, and other CX platforms – such as SMG and Medallia – Michael finds the quantity of Tattle feedback the most impressive aspect.
"We've got almost 4,000 Tattle reviews in five to six months," said Michael.
Within each of those Tattle surveys, up to 55 data points are collected across multiple operational categories (e.g. food quality, speed of service, hospitality, etc.), underlying root cause factors (e.g. temperature, taste, texture, etc.), and menu items.
This means that Tattle is able to bring data reliability and statistical significance like no other, thanks to both the volume and granularity.
Insights & Analysis
Robust. Granular. Actionable.
Tattle was a "home run" for Carrot Express after just their first demo.
Having used other CX platforms before, Michael saw that Tattle had the best of both worlds: it's extremely intuitive and accessible, while also granular and powerful.
"Medallia surveys have fewer questions and not a lot of data, whereas SMG has the same level of robustness and granularity like Tattle, but not as easy to use at the operator level," Michael stated.
The actionable insights paved the way for Michael and his team to better understand the strengths and areas for improvement for Carrot Express.
"Before Tattle, we thought our online ordering process was great – but Tattle showed us it's actually our worst-performing category! [We're] now making changes to our online platform ... but we never would have known it without Tattle."
Michael SchattenSVP of Operations, Carrot Express
Key Improvements Achieved:
- 11% improvement in Food Quality scores
- 13% improvement in Delivery scores
Onboarding & Adoption
Fast. Easy. Hassle-Free.
A true partnership is forged.
Providing hands-on, proactive customer service is a core pillar of Tattle. That didn't change when it came to giving Carrot Express a seamless and efficient onboarding experience.
"[Our Customer Success Manager] Nicole is fantastic," said Michael. "She responds to the support emails in a matter of minutes, and her responses back are phenomenal. She's been a joy to work with."
Soon after onboarding, Tattle became a core piece of Carrot Express' internal operations.
"Every week I'm jam-packed, but three mornings a week I'll go through the Tattle dashboard for 30 minutes to one hour," Michael commented.
"We signed the contract [with Tattle], and within 24 hours we were up and running. Of our entire tech stack, Tattle has the quickest onboarding – bar none."
Michael SchattenSVP of Operations, Carrot Express
Valuable insights everywhere you look.
As part of his routine, Michael combs through regional, unit-level, and menu item-level performance, and checks if GMs are making progress on their Tattle objectives.
Additionally, at internal operations meetings with the CEO, COO, and managers, a review of Tattle is always on the agenda.
Beyond looking through the overall metrics during these huddles, Michael said he always focuses on a specific area to really drive the satisfaction score higher.
"You need measurable, black-and-white, and concrete data to bring to your regional managers and GMs, and tell them objectively this is the feedback you're getting and this is how you can improve," said Michael. "It's invaluable."
Sky-high adoption among executives, DMs, and GMs.
"Having spent 25+ years in the restaurant industry, I've seen a lot of great software and tools – but manager and regional level adoption is key," said Michael. "With Tattle, we've seen more involvement at the store level."
Tattle sends daily emails to GMs, providing performance updates and showing progress towards their Tattle monthly objectives.
"It's created a fun competitive nature among our teams, and an excitement in going after the scores they want to achieve," Michael remarked.
One GM, for example, logs into Tattle daily and brings her entire team together to hone in on their biggest improvement opportunity. If it's food quality, she'd zoom in on the factors, dayparts, and channels to see what could be done better.
"I keep telling other restaurant execs, 'You gotta take a look at Tattle!' The simplicity, the reporting and the level of granularity is extraordinary."
Michael SchattenSVP of Operations, Carrot Express
GM Engagement Metrics:
- 6x Weekly - Average # of Tattle logins for GMs
- 5,942 - Dashboard visits from GMs in six months
