Direct feedback from customers enables Anton Sport to quickly fine-tune its service

Maze measures performance

From hypothesis to facts

Anton Sport had previously used its own key performance metrics to assess the performance of its employees, in order to see how they have contributed to the business. Using their own hypotheses, conclusions were then drawn to create a picture of the employee’s performance against these key metrics. However, there was no systematic and clear process to gain long-term insights or to measure progress over time.
Direct feedback from customers

 

Maze ensures that Anton Sport receives immediate feedback from customers, enabling the company to rapidly adjust its behaviours and habits. It provides an opportunity to correct bad habits almost immediately. This concrete feedback means that both managers and employees save valuable time as the sales situation rarely needs to be explained. Instead, you can go straight to the point of the challenge and look for solutions. Day to day learning enables store managers to help sales staff more easily and to make the customer feel valued in store.

Major challenges during Covid-19

Covid-19 is currently affecting us all to varying degrees. The Maze app has helped Anton Sport assess the customer’s perceived safety when visiting stores by including a specific question in the customer survey. This way, they can ensure that stores follow applicable guidelines for reducing the risk of contagion day to day. Anton Sport implemented this measure and during a two-week period the sports chain could see a 25% improvement in the way the stores handled the risk of infection.

“Normally, you stand close to the customer when you talk to them or show them a bicycle, for example, but it takes some additional experience to be able to demonstrate a product when you have to keep a couple of metres’ distance from the customer. We introduced a number of new routines based on customer feedback and could clearly see an improvement week on week, after the new routines were introduced,” says Morten Borgersen, MD of Anton Sport.

Steve Green, Store Manager Anton Sport

That’s the way I think the app should be used; to find solutions working with our staff, in order to make it into a positive, educational experience.

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