The Partnership
Farmer Boys & Tattle
Farmer Boys is a fast casual chain that operates primarily in California, aimed at delivering freshness and quality of ingredients to not just their friendly table and to-go service, but also their fast and easy drive-thru.
- Integrations: Zuppler, Punchh, ItsaCheckmate
- Locations: 101
- Survey Completion Rate: 94.6%
The Problem
Lacking Visibility Into Drive-Thru Dissatisfaction
Farmer Boys knew that despite being the key driver of the majority of its revenue, their Drive-Thru ordering channel somehow had the lowest level of satisfaction.
However, because of the sporadic and vague nature of social media reviews, the team was unable to identify the root problem they should prioritize to improve. Is it the hospitality category and its derivatives? Or speed of service? Order accuracy?
Without a robust feedback data management and analytics platform, there was almost no way to figure it out.
The Solution
Drill-Down Into The Root-Cause Of Issues With Tattle
Identifying the lowest-hanging fruit is the bread and butter of Tattle.
The Farmer Boys team used Tattle to guide and prioritize their improvement efforts.
If we may get a bit nerdy, our Opportunity Rank algorithm is calculated by how strongly an operational category's score correlates with overall satisfaction and how much room for improvement is available based on the category's Top Box score.
In other words, we analyze your data and show you exactly where to improve at each store, around the clock.
The category with the highest score is likely to yield better satisfaction and revenue, if improved upon. In fact, locations that improve their top opportunities have an 88% likelihood of improving guest satisfaction within just 30 days.
Make your guest insights actionable with factor-level analysis.
Not only is Tattle able to uncover the top opportunities for Farmer Boys, but also it's able to provide the team with more context through detailed, factor-level reviews.
Used in conjunction with the granular reviews are Tattle's location-specific objectives.
Every month, teams at Farmer Boys are given the one thing their store needs to work on to have the biggest impact on overall guest satisfaction.
GMs can write down action items within the Tattle dashboard that will be seen by the whole team — making Tattle the all-in-one operational center across any location.
The Results
With Tattle, Farmer Boys identified key factors causing dissatisfaction at the Drive-Thru. They optimized the process from ordering to pickup by adding an extra kitchen staff member and simplifying the menu for easier preparation.
Ultimately, Drive-Thru wait times decreased by 90 seconds, and satisfaction scores significantly increased.
Key Metrics:
- 5.8% - Fewer Unhappy Dining Experiences Than The Industry Average
- 81% - Satisfaction With Brand Responses
