Lidl

The Challenge

As Lidl continued its rapid UK expansion, the retailer faced the dual challenge of growing its estate while maintaining positive relationships with local communities. Plans to build or refurbish supermarket outlets often sparked mixed reactions: while many residents welcomed improved access to affordable groceries, others expressed concerns around issues such as traffic, parking, noise, and the impact on existing local businesses.

To support its growth and renovation strategy, Lidl needed a transparent and structured way to:

Share development plans openly with local communities.
Collect and evaluate customer and stakeholder feedback in real time.
Address concerns proactively, ensuring residents felt listened to and reassured.
Feed operational learnings (e.g. site layout, facilities) into store planning for future-proofed design improvements.

The Solution

Skopos built a dedicated online community consultation portal that acted as both a communications hub and feedback forum:

Community engagement: Local residents, stakeholders, and customers could view Lidl’s proposed store development or refurbishment plans in a clear, accessible format.
Feedback capture: The portal enabled two-way dialogue, allowing participants to submit questions, concerns, and suggestions.
Targeted communication: Lidl could respond directly to specific concerns (e.g. parking, traffic flow, store noise) and update stakeholders as plans progressed.
Operational insight: Feedback data was systematically analysed to highlight recurring themes, which were then fed back to Lidl’s estate planning and operations teams.
Flexibility: The platform allowed Lidl to consult on multiple sites simultaneously, while tailoring communications to the unique context of each community.

The Outcome

The programme delivered both community reassurance and operational value:

Residents felt engaged and informed, leading to a reduction in opposition to new store builds and refurbishments.
Lidl was able to identify and address grievances quickly, strengthening trust with local stakeholders.
Valuable operational insights were gathered, influencing practical elements such as:
- The positioning of car parks to ease traffic flow.
- The placement of in-store facilities (e.g. baby change areas, trolleys, recycling points) to improve shopper experience.
Follow-up communications ensured that even those with concerns felt acknowledged and respected, reducing long-term reputational risks.
The consultation process reinforced Lidl’s positioning as a responsible, community-focused retailer, supporting its long-term growth and estate development strategy.

Lidl

The Challenge

The Solution

The Outcome

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