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The Why

Lidl were keen to gather customer and stakeholder feedback, within local communities, to their proposed plans to build/refurbish specific supermarket outlets – as part of their estate growth and renovation strategy.

The How

An online community vehicle was utilised, on behalf of Lidl, to construct a customer consultation portal – to enable the business to communicate their proposed plans for the building/refurbishment of stores in the local community, as well as act as a forum to collect valuable customer and stakeholder feedback.

The What Now

The programme has been able to engage and reassure local residents – when new stores have been opened. With follow-up communication being able to be directed at specific customers/stakeholders with a perceived grievance. The feedback has also provided valuable direction in relation to operational issues, such as the positioning of car parks and siting of the in-store baby change facilities.

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