In 2019, Tattle introduced transformative changes in how we help brands collect and use customer experience data for actionable improvement. Let’s take a look at how we worked together to collect more data than ever before--and uncovered more opportunities for measurable improvements as a result!
In 2019, customer feedback volume went up six times the 2018 amount, from 81,000 submissions to 511,000. Submissions from online ordering integration partners resulted in 23% of this feedback (120,000 submissions), with $2.3 million in revenue tied to submissions from these orders.
More submissions means more people reached throughout the customer journey—and more opportunities to recover guests with low Customer Experience Ratings (CER). Of the 71,500 submissions that qualified as incidents, brands were able to recover 8.5% of these from becoming lost customers.
5,500,000 Questions Answered
Your customers answered 5,500,000 questions in 2019 – that’s 4.5 times the amount answered in 2018! These questions rated a total of 2,750,000 operational categories, with 10,500,000 experience factors selected. For example, when asking a guest “How satisfied are you with the overall quality of your food?”, they get to rate multiple food quality factors, such as temperature, texture, and flavor. More questions answered allows you to cover the full range of what could affect the overall customer experience—giving you a more holistic view of where to improve.
19,250,000 Feedback Data Points Collected
More data collected means a more accurate view of which opportunities matter the most for increasing guest satisfaction, operational performance, and revenue. With the introduction of Factors and Snapshots to our platform in 2019, you now have the ability to see which underlying elements affect your performance within each operational category, and which operational categories need the most attention. With questions, factors, and snapshots combined, we collected over 19 million data points—that’s 15 times the data collected in 2018. That’s a ton of customer experience data!
An Objective Look at How to Improve
With the new Objectives system introduced in 2019, users can identify the operational categories that need the most focus. The categories we identified as needing improvements most often were Food Quality, Hospitality, and Speed of Service. Based on the data, the most successful locations made improvements on their Professionalism and Menu Knowledge.
As we dive into a new year, we look forward to finding more ways for you to gather data that will help you improve, increase revenue, and experience even more success in 2020.