The Partnership
All the Flavors, But Without the Price Tag
Tarka Indian Kitchen is a casual, modern Indian restaurant concept that's fresh and flavorful, but at the same time fast and affordable. The brand now has locations in Austin, San Antonio, Round Rock and Houston.
- Integrations: Como, Restolabs, Revel
- Locations: 12
- Survey Completion Rate: 96.8%
The Problem
Guest Feedback Is Scattered & Disorganized
To gather customer feedback, Tarka Indian Kitchen tried everything. From social media reviews and direct email responses, to website contact forms and monthly mystery shopper reviews.
While these options provided some information, they weren't frequent or detailed enough to give Tarka any actionable data.
Moreover, there was no centralized platform to synthesize the feedback and track follow-ups.
At a high level, Tarka's feedback collection process couldn't identify real issues that weren't just one-offs.
This data wasn't enough to pinpoint improvement areas, nor show trends across locations and time. In addition, each feedback submission lagged behind the time of the actual experience, leaving no chance of real-time guest recovery.
"We were looking for a platform that would provide us with a lot more feedback. We needed an integrated solution with our rewards program, online ordering system, and point of sale system. We also knew we had to have visibility into off-premise ordering."
Tinku SainiFounder & CEO, Tarka Indian Kitchen
The Solution
A One-Stop Shop For Guest Feedback Collection & Analysis
Tarka turns on Tattle... and voilà!
By utilizing the existing integration with Tarka's rewards program (Como), Tattle was able to unlock a flood of feedback without even the need for rewards or incentives.
Guests are more eager to provide feedback than you'd think – and Tattle provides the perfect vehicle for that to happen.
Tattle also built a specific integration with Tarka's Restolabs Online Ordering system, which allows Tattle to automatically send surveys post transaction.
For third-party delivery orders, Tarka is able to leverage flyer inserts with a QR code directing people to their online Tattle survey. They also used the QR code on table tents for dine-in customers.
From data to insights, and insights to action.
Tattle surveys ask guests to rate the specific factors contributing to a positive or negative experience. The platform then uses AI to recommend the top opportunities for improvement.
Basically, this means that Tattle automatically translates data into actionable items for the Tarka teams.
Based on each location's unique feedback data, Tattle will identify their top opportunities that will most likely boost customer satisfaction and revenue — with as high as 86% likelihood.
"We thought that online ordering was causing a problem for our guests. But after seeing the data come in, we found that we had a 93% score for our ordering process, which was a surprise — and a relief," Saini stated.
Guest recovery. In real-time.
Tattle can send apology emails to guests who rate 3 stars or less, and even send rewards through integrations with loyalty program providers.
"Having an automated response is fantastic. If it's a thank you or an apology, it allows us that instant reply to our customers that consumers expect," said Saini.
In Tattle, Tarka can monitor how each location responds to guest issues, and whether they're satisfied with the resolution.
"Recently we received feedback on a situation where a customer received chicken in their vegetarian dish. This is a critical issue. In the past, we may not have known about that until much later. But because of Tattle, somebody provided that response and the manager was able to remedy the situation," Saini said.
The Results
More Operational Transparency & Higher Satisfaction
"Whether issues are one-off occasions or signs of an emerging trend, we can take action at a location level or group level. These trends show us how one location might be underperforming over another and this keeps us all accountable," said Saini.
Something else that speaks to Saini is the possibility of internal competitions between different locations.
"We can't wait to implement customer service front-of-house competitions. With Tattle data, we can reward our staff with a bonus structure that is directly attributed to specific people at specific times. That's something we've never had," said Saini.
