Case study: Retailer – Improving results with gamification

The retail landscape has radically altered over the past few years. How can you get individual franchisees of a particular format to take an open and proactive attitude to looking at the performance improvements required in their own workplace?

Customer request

Bruna, a large Dutch franchise organisation has seen its playing field undergo enormous changes over the past few years. Online selling is here to stay, and customers expect an ‘experience’ each time they visit a shop, before then sharing any positive or negative impressions in real time and online.

Task for House of Performance:

Help us to gain a better grip on implementing our franchise format in order to improve results.

Our approach

In order to improve the way in which the franchise format is implemented, House of Performance introduced a gamification pathway. To do so, we set the goals of the game in line with those of the organisation. The most important goals of the game were:

The desired behaviour

• To improve the customer relationship
• To improve turnover
• The desired behaviour that we then guided was:
• To strike up a conversation with the customer
• To proactively offer solutions to the customer
• To follow the format
• With the help of PDCA, we ensured and achieved progress during the entire pathway.


Turnover for seasonal product

Employees selling a new product

We, as a team, now feel more involved in our work – everyone gave their input, shared their ideas and was enthusiastic. Franchisee in the Utrecht region