The Partnership
Zippy's Restaurants
Founded in 1966 in Honolulu, Zippy's Restaurants quickly became a beloved local favorite for its comforting island-inspired dishes.
Known for its famous chili, saimin, and plate lunches, Zippy's offers a diverse menu that celebrates Hawaii's unique flavors, with locations serving communities across the islands.
- Integrations: Olo, Punchh
- Locations: 26
- Survey Completion Rate: 95.4%
The Problem
Gain Full Visibility into Off-Premise Ordering
A family-owned business, Zippy's Restaurants takes pride in being a local favorite throughout the Hawaiian islands.
However, with an increase in off-premise ordering, Zippy's Restaurants needed to better oversee the takeout and delivery channels to ensure their high-quality customer experiences.
Zippy's wanted a more powerful CX platform that could integrate with their mobile ordering systems to understand what customers think about their off-premise services.
The Solution
Open The Feedback Floodgates With Tattle
It's all about collecting detailed guest feedback at high volumes.
Switching from online reviews to surveys made a big difference. It ensured the team had enough feedback to gather the insights required to take action.
Not only were they receiving "way more feedback with Tattle" than with their legacy platform – according to Monica Carpenter, Customer Service Manager at Zippy's Restaurants – but the diversity in the feedback was also helpful.
Another reason why Zippy's made the switch to Tattle was due to integrations with their ordering platform Olo, which is one of 35+ available integrations.
This has made the implementation of Tattle easy and smooth for the Zippy's team.
More feedback & recovered guests.
With a dashboard that is easy-to-use and more feedback than they ever imagined, Zippy's Restaurants now has a window into the customer experience that didn't exist before.
"Tattle is self-serving and we don't have to wait to see the feedback come in. We are more involved and we have more control over our guest recovery efforts," said Carpenter.
She continued, speaking highly of another feature: "We also love the photo wall. The photos [attached to survey submissions] make it so much easier to communicate internally because they translate seamlessly into an email. Our operations team is excited about the platform."
