Lidl

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 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.