Floors-2-Go – online surveys ready-2-go
A bright orange Floors-2-Go store with balloons outside is now one of the most familiar sights on the high street and around retail parks. Growth has been rapid in the last few years from a handful of stores mainly in the West Midlands to well over 100 stores nationwide.
With such a rapid expansion, it is vital that Floors-2-Go high standards of customer service are maintained. To ensure that this happens, area managers regularly visit the stores to assess the stores and assist the store managers in their pursuit of in-store excellence.
Meanwhile somewhere in Birmingham …
Without a dedicated sales force, PSL are very reliant on reputation and referrals for new pieces of work. So it just so happened 
that at a home match at Aston Villa, a conversation developed between two season-ticket holders - Simon Farnsworth (CEO, Floors-2-Go) and Phil Harris (MD, Shiloh Computer Systems) who was familiar with PSL’s work and reputation.
Shortly afterwards, PSL were asked if they could help Floors-2-Go take an important step in the way they managed their quality assessment of stores. Simon wanted to move from a paper-based system of evaluating stores, where different regions used different criteria, towards an online system with uniformly scored questionnaires together with high visibility reports showing store performance.
Introducing … the Matrix
PSL business analysts and developers worked closely with the Floors-2-Go project team to ensure that the new questionnaire system was what Floors-2-Go wanted. Quick prototyping meant that the Floors-2-Go team could see at an early stage what the application would look like and what it could do. The prototype was exactly that – a prototype - and so could easily be flexed to do what Floors-2-Go wanted it to do.
This collaborative process continued until finally, the Matrix was ready for use – so-called because a key high-visibility report showing store performance was a matrix!
The Matrix allows Floors-2-Go to create their own questionnaires and their own scoring/grading for individual questions. Area Managers can then complete the questionnaires online at the store, using internet access. This is then reviewed together with the store manager and any resulting actions are agreed and recorded online. Regional Directors and Area Managers are able to access high-impact graphical reports showing relative store performance with the ability to drill right down to individual questionnaires.