Case Study: Farmer Boys reduces drive-thru wait times with Tattle

Farmer Boys cuts drive-thru wait by 90 seconds with Tattle

Farmer Boys, a fast-casual chain primarily operating in California, was struggling with low customer satisfaction in its drive-thru channel, a key revenue driver. The company lacked visibility into the root causes of this dissatisfaction due to the vague nature of social media reviews. They partnered with Tattle, a feedback data management and analytics platform, to identify and prioritize the specific operational issues needing improvement.

Using Tattle's platform and its Opportunity Rank algorithm, the team was able to drill down into the root-cause of drive-thru issues. This led to process optimizations, including adding a kitchen staff member and simplifying the menu. As a result, Tattle helped Farmer Boys achieve a 90-second reduction in drive-thru wait times and a significant increase in customer satisfaction scores, with 5.8% fewer unhappy dining experiences than the industry average.

Farmer Boys