Case Study: Leroy Merlin France achieves higher conversion rates with Mopinion

Leroy Merlin boosts conversion rates with Mopinion feedback

Leroy Merlin, France’s leading home improvement and DIY brand and the fourth‑most visited e‑commerce site in the country, faced the challenge of turning very high web traffic into a simple, fluid and intuitive online experience. Existing indicators didn’t give the operational insight needed to drive customer satisfaction, so the company sought a way to listen to the Voice of the Customer at key moments across the online journey.

Since 2019 Leroy Merlin has used Mopinion’s on‑site feedback widgets to collect real‑time CSAT ratings (1–5) with contextual follow‑up questions, enabling teams to identify frustration points, prioritize fixes and make faster operational decisions. The program generated thousands of responses (4,000 in October 2020, with ~6,500 expected in November), delivering clearer insights across the journey and a significant positive impact on conversion rates.

Leroy Merlin France

Nicolas Haese

Customer Experience Manager