By Frode Berg, CEO of Maze Feedback
As we approach the end of 2024, I wanted to sit down and reflect on the past year. I’m proud of the fact that Maze has made steady progress, and the positive impact of our platform continues to grow. We’ve expanded our presence in Europe, and we have deepened our relationships with our customers. To be more concrete, I’ll sort my thoughts into a few points.
Evidence of Maze working and helping our customers
One of the most rewarding things this year has been hearing from new clients about the tangible results they’ve seen with Maze. For businesses like Nille, Reiss, and Barnas Hus, the first months of using Maze have led to impressive engagement from their teams and noticeable improvements in KPI:s. The feedback from these users reinforces what we’ve always believed: giving frontline teams access to real-time customer feedback drives results quickly.
It’s clear that when teams follow our simple principles, the results speak for themselves. This Maze approach seems to become the standard for more and more of our customers, which feels great.
More users, more engagement
In 2024, we also continued to expand our customer base. We’re really pleased that Maze remains a useful, engaging tool for our users. Users are constantly giving us feedback, telling us about their experience with the app. We hear that the app helps them stay focused on delivering great customer experiences while also making their daily work more enjoyable. That’s exactly the kind of impact we aim for!
New website and focus on knowledge sharing
This year, we also launched an updated Maze website and kicked off a new webinar series. The goal was to create more opportunities to show success stories, and share our knowledge, insights and best practices from our customers. We were a bit nervous about this, since we hadn’t really tried the webinar format before, but it’s been really rewarding. Our webinar superstar Gøril have been the host in our three webinars so far, and she’s handling it like a pro. We’ve had a lot of ambitious retailers in our digital audience, and we have only heard positive feedback, which is nice. We’re definitely aiming for more webinars in 2025.
Partnership with Retail Trust
Maybe our most exciting announcement of the year is our partnership with Retail Trust, an UK organization that focuses on supporting the well-being of retail workers. This partnership aligns perfectly with our mission to improve the workdays and morale of the frontline staff. We’re really thrilled about the chance to make an even bigger positive difference in the retail world.
Maintaining certifications and trust
This year, we’ve also maintained our AAA credit rating and industry leading data security certifications, which is a reflection of the trust we’ve worked hard to build with our customers. Maintaining high standards is important to us, and these certifications are a testament of our commitment to quality.
Key insight on the power of customer experience
A key insight from surveys this year confirmed what we’ve always known: previous positive experiences is the #1 actionable driver of footfall. This insight is based on 680.000 respondents telling why they choose to visit the store. This speaks directly to one of the values Maze brings—helping our users create memorable interactions that keep customers coming back.
Looking ahead to 2025
Behind the scenes, we’ve been busy preparing for the next version of Maze, which we’re excited to roll out in 2025. This will include, among other things, new questionnaire technology, which we’ve already tested and found to be highly effective in gathering valuable customer feedback. We’re looking forward to seeing how this will help teams gain deeper insights and continue to improve their performance even more.
Expanding into new markets
Finally, we’ve made good progress in key markets like the UK and Central Europe, forming new partnerships with well-known retailers in the food and fashion sectors.
We have expanded our customer base from 11 to 16 countries, and we’re excited to see how different markets are adopting and benefiting from the platform. Every new region we enter helps us learn more about the unique challenges and opportunities in different areas, and that’s helping us build a better product for all Maze users.
Looking ahead, we’re excited for what the future holds. I’m personally very proud of the progress we’ve made, and the Maze team that works hard to spread our message and process across Europe. Thank you to everyone who has been part of this journey with us so far. We’re looking forward to more growth, happier frontline teams and more positive results for all retailers.
Warm regards,
Frode Berg
CEO, Maze Feedback
