Technology

Paytronix, Tattle partner to power-up CX improvement

Photo: iStock.

March 31, 2021

Improving the restaurant guest experience is the goal of a partnership between CX improvement company, Tattle, and guest experience platform, Paytronix, according to a news release. The tech integration is designed to provide restaurants operations teams with the pivotal guest feedback data they need to nimbly and quickly make improvements that enhance customer experience.

Through a combination of the Paytronix platform's view of customer interactions across multiple touchpoints and the multi-channel customer feedback tracking that Tattle provides a more complete and actionable picture of the customer experience is produced. Tattle, for instance, approaches restaurant guests either when they order or check in to collect the kind of input needed for operations teams to move the needle on guest satisfaction, the release said.

"The ability for both Tattle and Paytronix to bob and weave within the market is huge," Red's Savoy Pizza CEO Reed Daniels said in the release. "They are ahead of the trends and can anticipate where we need to pivot before we have to make any changes."

Tattle's open-API customer feedback technology platform uses feedback to measure customer satisfaction across all-digital ordering channels. Using AI, Tattle recommends the most high-impact operational area for improvement across restaurant locations to drive results. Through the Paytronix integration, all guests that place an order with a Paytronix participating restaurant will get an automated Tattle survey that includes their transaction data.

The companies said this delivers the following benefits:

• Optimal engagement via automated post-transaction survey distribution to guests.
• More than 90% survey completion rate thanks to surveys being pre-populated with transaction data.
• Identification of top areas for improvement due to high volume of feedback.
• More opportunity for guest recovery methods in order to extend hospitality beyond restaurants walls.

"With off-premise revenue accounting for anywhere from 60%-80% of a restaurant's overall revenue today, the quality of the off-premise guest experience has now become paramount for operators," Tattle founder and CEO Alex Beltrani said in the release. "Based on our guest data, delivery and take-out experiences have shown to deliver a 20% lower guest satisfaction score compared to its dine-in counterpart, with accuracy and meal packaging incidents occurring at a 4x greater frequency. Without off-premise measurement, restaurants may miss the opportunity for both operational improvement and guest recovery, both of which are key contributors to ROI."

"Paytronix has always focused on the guest experience, and in today's restaurant environment quickly getting feedback to the individual store is more important than ever," Paytronix Marketing Head Michelle Tempesta said in the release.

Tattle works with brands like Mod Pizza, Blaze Pizza, Bareburger and The Halal Guys, while Paytronix provides its services to more than 400 brands across 30,000 locations.