Case Study: Leroy Merlin France achieves actionable online VoC insights and improved user satisfaction with Mopinion

Leroy Merlin chooses Mopinion to shape online VoC programme

Leroy Merlin France, a leading DIY and gardening retailer with 130+ stores and a fast-growing website that attracts over 31 million monthly visitors, needed to extend its long-standing Voice of the Customer (VoC) focus to digital channels. The main challenge was ensuring a simple, pleasant and intuitive online experience by quickly identifying and addressing online customer pain points across a high-traffic site.

To meet this need Leroy Merlin deployed Mopinion’s feedback software, chosen for its feature set, ease of use, smooth integration and responsive support. The solution lets the team collect real-time user feedback, measure satisfaction and pinpoint journey issues, enabling faster fixes and data-driven website improvements co-developed with users — helping the brand move toward its strategic goal of improving online customer satisfaction.

Leroy Merlin France

Nicolas Haese

Customer Experience Manager