The Partnership
Roy Rogers & Tattle
Founded in 1968, Roy Rogers built its reputation on quality roast beef, burgers, and fried chicken, quickly becoming a household name. Today, the brand remains committed to excellence, seeking innovative ways to enhance operations and deliver exceptional guest experiences.
By partnering with Tattle, Roy Rogers gains actionable insights to refine their processes and elevate customer satisfaction.
- Integrations: Olo, Punchh
- Locations: 48
- Survey Completion Rate: 97.1%
The Problem
Lacking Genuine Guest Insights And Recovery Abilities
"We had been using a Mystery Shopper program for 10-15 years," Giffin said. "It's hard to draw conclusions based off of a snapshot in time — one visit, one ten-minute segment out of an entire month — and it doesn't seem fair to criticize a store based off of that."
Not only was Mystery Shopping insufficient in identifying problem areas the team needed to focus on, but it was also unable to isolate real customers that were dissatisfied with the experience who were unlikely to visit again.
There was a lot of potential revenue left on the table.
The Solution
Empower Operators With Tons Of Actionable Feedback
Detailed guest feedback at high volumes? Yes, please.
With Tattle's Olo integration, Roy Rogers' guests receive an email survey immediately after a transaction. In that survey, they'll rate their satisfaction across 50+ operational factors.
"Using the Tattle and Olo integration, we've been able to uncover a lot of pricing or functionality errors within our app. As we're growing, we're really looking forward to getting more feedback from all these different avenues that Tattle will help to streamline for us with the integrations available," Giffin stated.
Roy Rogers utilizes the Punchh platform to power their loyalty program. Tattle automatically sends a survey email whenever a guest checks in to the Punchh reward program or redeems a reward, increasing the insights gained and leading to improvement in in-store operations and guest experience.
"Within the first 6-8 months, we've already seen a significant change. With mystery shops, we were sending them out to each location 1x per month. Now we're getting feedback on a much larger scale."
John GiffinSenior Manager of Marketing, Roy Rogers
Roy Rogers is improving with cutting-edge machine-learning and automation.
Tattle runs survey data through a powerful algorithm that reveals top areas for improvement. Combined with an easy-to-use interface, Tattle Objectives is a powerful tool for teams.
"The intuitive dashboard is a big plus for us since we have all of our DMs, GMs, and corporate team members using it," Giffin said. "It's easy for each of them to click in and see their personalized views at a glance."
With Punchh, Roy Rogers targets guests with surveys based on certain data points, such as menu items purchased and promotions used.
"Having the ability to see how different stores, different groups, and different districts are doing has been incredibly valuable to us."
John GiffinSenior Manager of Marketing, Roy Rogers
Roy Rogers' last goal? Win back guests instantly and in real time.
Implementing a guest recovery process has significantly benefited the team. Tattle sends apology emails to guests who provide a rating of 3 stars or less and even includes rewards for these guests through Punchh.
Within the Punchh platform, the team can track the effectiveness of these retargeting efforts, reducing churn and driving increased profits and ROI.
In addition to recovery tracking, Roy Rogers monitors how each location responds to guest issues. They can easily see whether guests are satisfied with the resolution. This enables operations teams to enforce accountability and have visibility into each location's performance.
"Tattle has given us a real opportunity to quickly recover guests. Getting to respond to guests and track their satisfaction with our replies to their concerns gives us a well-rounded view of our recovery process."
John GiffinSenior Manager of Marketing, Roy Rogers
