FAQ

Our survey is always relevant and easy to answer – it only takes a few minutes. We also find that many customers want to contribute to their local store's success, often by leaving constructive comments.  

Our Maze users are constantly telling us of their successes thanks to Maze. Here are some examples: 

• Gina Tricot saw a 170% increase in their NPS during their first 3 years as Maze users 
• Akademibokhandeln increased customer loyalty with 17% 
• Fargerike noticed that their stores using Maze actually had an increase of 3.9% points in basket size than the stores not using it. 

"Maze has been the key to the good numbers we have for articles per customer, average purchase, and hit rate, measured against last year "

Kim Lundvall, Head of Retail Manager at Polarn O. Pyret 

Well, consider what happens if you keep delivering mediocre customer experiences, or what happens if your conversion rate starts dropping? Maze helps you start a snowball effect, where you engage and educate your employees, and unlock their inner superpowers. This leads to better customer experiences, which creates higher conversion rates, repeat customers and a growing revenue. 

We understand if you feel like you want to try Maze before you make a decision. Since we want you to fully understand Maze and how to use it before you dive in, we cannot offer an individual trial, but we can instead offer a free demo and consultation. 

During this first meeting, you’ll be able to look inside the platform, ask any questions you want and learn exactly how Maze can help you engage your frontline staff, enhance your customer experiences and increase conversion rates. 

Book a free demo and consultation here. 

Curious how others have gotten quick results through Maze? Learn how Polarn o Pyret increased their hit rate here. 

We always want Maze to prioritize staff wellbeing and performance. Maze does this by making the customer feedback process easy and fun – while always making you a better salesperson. We know that positive reinforcement and constructive feedback are two important keys to help the staff perform better and feel engaged in their work. 

Also, the majority of salespeople are competitive. With Maze, each store can compare their numbers with other stores, which will add a game element to their Maze usage, increasing the fun and engagement throughout the staff. 

Features that keep frontline staff engaged when using Maze: 

• Gamification 
• Actionable insights 
• Daily notifications 
• Common focus areas 
• Goals 
• Encouragement through kudos 

Remember – Employees who are having fun and feel good in their work, also perform better. An investment into your people is an investment into your company. 

No. We’ve created a large set of questions based on our experience from working with over 200 brands and trying strategic questions. The questions are tailored to provide actionable answers and insights which stores and employees can act upon. Together, we choose what questions suits your business and create a strategy tailored for you. But whatever question you feel like you want to ask is probably already in our database. 

Alt 1 - 4-6 weeks!. You only need to contribute by attending two workshops of 2-3 hours each.

Maze will impact your KPI:s within months of starting. However, it doesn’t happen through magic. You need to have a clear focus on improving your customer interactions, and let every store take responsibility of their own improvement. Once everyone is on the same page, and equally invested in reaching your goals, you’ll see a faster and bigger impact on staff wellbeing, customer interactions, and conversion rates. 

People today are used to notifications, likes and quick feedback thanks to social media. Maze takes advantage of this and communicates in a way that feels familiar and engaging.  

It’s also important that the manager is involved and motivated to improve the store´s customer experience. There are several ways they can achieve this and engage their store teams. The most popular way is the kudos feature, where managers can praise their employees, increasing their motivation and engagement, and building a culture of positivity. 

There’s also an automatic onboarding module that motivates the individual employee to be curious about the customers’ experience in their particular store. 

Yes, you can! During your onboarding, we will help you select the right questions to use, depending on your strategies and goals. Once you are inside the app, you can see all questions whenever you want.  

We’ve tested hundreds of questions to make sure we have the best questions, that provides actionable answers without taking too much time from your customers. 

The chosen questions are always tied to your overall customer experience strategy. Therefore, you should ONLY change your questions if there’s a change in your strategy. 

You can create your own types of reports, customized to your needs. Everything is available as Power Point or Excel if you need it. 

Actually, you don’t have to send anything! Maze makes it simple for all employees to get reports online through their app or computer, so there's no need to send out separate reports. You can easily see how customers are responding at each store, and managers can create their own reports that are always ready to use when they need them to share with the organization, for example. 

Yes, you can include the NPS question in your questionnaire if that fits your strategy. 

This depends on the industry, brand and store, but usually around 15-40%. 

However, the response rate in this case is quite irrelevant. What matter is that each store gets enough answers every day to learn and improve – and this is always the case for our users. Every answer is then turned into relevant, actionable insights for your store teams to use as tools for their development. 

There is an option to send the customer feedback to other sites, such as Trustpilot, after answering the survey. And if you have great results in your report, why not share them on your social media? This will make your employees shine with pride and build trust towards new, potential customers. 

We understand that every company has different goals with an app like this, and we can help you through your technical challenges and systems depending on your current needs. Book a free consultation to explain your needs, and let’s see if we can help you reach your unique goals with the Maze app. 

Book a free consultation here. 

We believe that the key to success in retail is to have employees who feels good, are open to changing their behaviour and thereby improving their customer interactions. And we have seen over and over again that inconsistent reports, or reports that collect feedback once or twice per year, rarely lead to behaviour change.  

Maze uses daily insights and actions, gamification, kudos and notifications as tools to create engagement while letting the employees have more fun at work every day.  

We also allow every store to be responsible for their own development. This improved team spirit and ownership increases engagement and sets the stage for the store teams to unlock their inner superpowers. 

That is the biggest difference, and that is what drives change, positive customer experiences, and in the end, profit. 

We see a big variety in answers. But one common trend is that the longer the store has used Maze, the more positive comments we see. That is simply a result of the store actually creating a better experience, and therefore having happier customers. 

This is a big concern for retailers.  Although in truth this is not an issue, the HR department raise this in the UK a lot.* 

Any form of abusive language is detected by AI in the Maze app and removed automatically. We developed this feature in cooperation with The Retail Trust in the UK to avoid negative mental impact by customer feedback. The purpose is to ensure wellbeing of your entire frontline staff.