6/28/2023 0 Comments Merlin project demoCollect and analyse customer feedback in real time to make operational decisions.īefore the implementation of the Mopinion tool, the Leroy Merlin E-commerce team used indicators to measure customer satisfaction and various means to collect and process customer feedback.Measure customer satisfaction “on the spot” during the customer journey,.As a matter of fact, the implementation of Mopinion has made it possible for Leroy Merlin to respond to two important issues: It is imperative to listen to the Voice of Customer (VoC), which is done by collecting customer opinions at each key moment across the online customer journey. Customer satisfaction is built into Leroy Merlin’s DNA In fact, this is one of the biggest challenges for the French brand. This high traffic to the website – however – presents many new challenges for the brand, such as providing visitors with a simple, fluid and intuitive online experience. The Leroy Merlin website currently takes 4th place in the Top 15 most visited e-commerce sites in France – according to a study by Médiamétrie in September 2020. Missed the article announcing Leroy Merlin’s project launch with Mopinion? Be sure to check it out here. ![]() The website guarantees a smooth and enjoyable online customer experience an achievement made possible in part by collecting customer feedback with the Mopinion software since 2019. Though the brand has many physical stores, Leroy Merlin does not limit itself to traditional in-store sales but instead, it has also adopted an e-commerce approach which has been made possible thanks to its fast-growing website. Leroy Merlin is the leading brand in the home improvement and DIY market in France.
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