Case Study: B&Q achieves millions in annual uplift and 75% faster optimization with Clicktale

B&Q - Customer Case Study

B&Q, Europe’s largest home improvement retailer with over 330 stores and £4bn in annual revenue, depends on a seamless omnichannel experience—75% of customers research online before buying in-store. Although its analytics stack showed what was happening, it couldn’t explain why customers dropped off; B&Q needed a systematic way to identify, test and prioritize UX fixes to boost conversion, AOV and revenue.

By integrating Clicktale’s session replays, visualizations and seamless links to Adobe Analytics, Maxymiser and ForeSee, B&Q quickly pinpointed and prioritized real customer issues and ran focused tests. Within eight weeks they began seeing impact; four issues were fixed in five months, the bathroom category doubled conversions (≈£1M in five months), annualized uplift reached millions, time-to-optimization fell by up to 75%, and the company gained higher ROI on its analytics tools and a more customer-centric culture.

B&Q

Michael Durbridge

Director of Omnichannel