CASE STUDY: 'WICHCRAFT REPLACES THEIR MYSTERY SHOPPER PROGRAM - HUBSPOT

Case Study:
‘Wichcraft
Replaces Their
Mystery Shopper
Program

Who is 'Wichcraft?

Founded by restaurateur and Top Chef head judge, Tom
Colicchio, and his trusted sous chef and co-founder, Sisha
Ortuzar, ’Wichcraft was created to be the perfect post-
shift chef meal. This New York City staple is known for
serving delicious scraps of the best cuts of meat and the
freshest produce, piled high between two pieces of bread.

The concept quickly caught fire with foodies and novices
alike, who appreciated ’Wichcraft for its inventive flavor
combinations, quality ingredients, and thoughtful service.

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Moving Beyond the
Mystery Shopper
Program

‘Wichcraft’s existing mystery shopper program was
expensive and provided a limited view into the customer
experience. The brand searched for a more efficient way to
get the data on what their customers were really
experiencing.

That’s when ‘Wichcraft found Tattle’s simple-to-use
Customer Experience Improvement (CXI) platform. Before
long, their operations team was able to collect 20 times more
feedback data than they had with their previous mystery
shopper method. This was made possible by Tattle’s mobile-
first approach and innovative survey method.

Plus, Tattle’s unique dashboard made team accountability
easy—even at the location level. Right from the system,
managers were able to respond to guests in real time with
message templates, including apology messages.

This innovative approach to CXI data introduced multiple
winning strategies for ‘Wichcraft’s operations team.

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Strategy 1: Collect
Feedback Through
Multiple Channels

Approach: To connect with ‘Wichcraft’s guests, Tattle
shared survey prompts across all channels, encouraging
customers to communicate while onsite, through loyalty
apps, WiFi, or digital ordering platforms.

Result: This allowed ‘Wichcraft to collect more customer
experience feedback than ever before, through every
touch point of the customer journey.

 “Tattle has helped us understand the
 key revenue drivers that correlate with
 guest satisfaction. We’ve used that to
 incentivize our staff to improve check
 averages and store performance.”

 Dan Guaricci, President of ‘Wichcraft

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Strategy 2: Leverage
Data Analysis for the
Right Improvements

Approach: Unlike the mystery shopper program that just
served up raw data, Tattle’s platform analyzed ‘Wichcraft’s
feedback data and determined what elements were the
biggest drivers of guest satisfaction.

Result: The analysis revealed that Service had the biggest
influence on the overall experience, even above Food,
Cleanliness, and Atmosphere. Using this information,
‘Wichcraft knew that for the most ROI, they needed to
refocus staff training to be more customer service
oriented. They even implemented an employee incentives
program to encourage service excellence, which
ultimately led to greater per-unit sales and higher check
averages.

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Strategy 3: Provide
Customer Care in
Real-Time
Approach: Message templates within Tattle’s dashboard
made it easy for managers to respond to guests in real
time via email, with one click of a button.

Result: By closing the loop on customer feedback,
managers could quickly recover guests, increase Yelp
ratings, and improve the customer experience.

Strategy 4: Promote
Team Accountability
at All Levels

Approach: Tattle’s intuitive dashboard was easy for
everyone to use—from the general managers at the store
level, to the operations leaders at corporate.

Result: ‘Wichcraft was able to empower teams with
action items in support of monthly improvement goals,
even down to the location level.

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Strategy 5: Measure
the Progress

Approach: Reporting and analytics available within the
dashboard provided a view into trends, even down to the
location and time of day.

Result: It was easy for ‘Wichcraft to monitor the direct impact
of teams’ improvement actions on guest satisfaction scores
and the progress of target goals.

Strategy 6: Use Data
to Its Full Extent

Approach: Tattle’s platform made it possible to identify
customer preference data that could be used beyond the
operations team’s customer experience improvement efforts.

Result: The ‘Wichcraft marketing team was able to use this
customer preference data from the Tattle surveys to retarget
all guests interested in learning more about catering. This
bonus marketing opportunity led to an additional revenue
stream within the customer base, providing a higher ROI.

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Conclusion

Customer Experience Improvement Doesn’t
Have to Be Complex…

…Or expensive, or hard-to-scale. With Tattle, ‘Wichcraft
was able to gather more high-quality feedback than
before, at a fraction of the cost. After implementing Tattle,
‘Wichcraft saw a 10% increase in guest satisfaction
ratings. A streamlined dashboard made it easy for
everyone to get in on the improvement strategy, even at
the general manager level. This empowered the whole
team to build a better customer experience, and ultimately
helped increase ‘Wichcraft’s revenue and brand value.

To learn more about how Tattle can help
your brand build a better customer
experience, contact us at
info@gettattle.com.

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