{"id":65302,"date":"2021-01-28T12:41:32","date_gmt":"2021-01-28T11:41:32","guid":{"rendered":"https:\/\/beta-site.mopinion.com\/leroy-merlin-ameliore-son-taux-de-conversion-grace-a-loutil-mopinion\/"},"modified":"2023-10-02T11:57:39","modified_gmt":"2023-10-02T10:57:39","slug":"leroy-merlin-ameliore-son-taux-de-conversion-grace-a-loutil-mopinion","status":"publish","type":"post","link":"https:\/\/mopinion.com\/fr\/leroy-merlin-ameliore-son-taux-de-conversion-grace-a-loutil-mopinion\/","title":{"rendered":"Leroy Merlin am\u00e9liore son taux de conversion gr\u00e2ce \u00e0 l\u2019outil Mopinion"},"content":{"rendered":"<p class=\"blog-intro\">Leroy Merlin est aujourd\u2019hui l\u2019enseigne leader sur le march\u00e9 de l&rsquo;am\u00e9nagement de l\u2019habitat et du bricolage en France. En plus de ses boutiques, la marque ne s\u2019est pas limit\u00e9e \u00e0 la vente traditionnelle en magasins mais s\u2019est consacr\u00e9e au d\u00e9veloppement du e-commerce avec notamment un site internet en forte croissance ce qui l\u2019incite \u00e0 garantir une exp\u00e9rience client en ligne agr\u00e9able. Cette volont\u00e9 a d\u00e9bouch\u00e9 sur le projet de r\u00e9colte de feedback client avec le <a href=\"https:\/\/mopinion.com\/fr\/leroy-merlin-choisit-mopinion\/\" target=\"_blank\" rel=\"noopener\"> logiciel Mopinion depuis l&rsquo;ann\u00e9e 2019<\/a> .<\/p>\n<hr>\n<p><\/p>\n<p>D\u2019ailleurs le site web Leroy Merlin occupe la 4\u00e8me place dans le classement du Top 15 des sites E-commerce les plus visit\u00e9s en France selon <a href=\"https:\/\/www.mediametrie.fr\/sites\/default\/files\/2020-09\/2020%2009%2015%20CdP%20M%C3%A9diam%C3%A9trie%20FEVAD%20T2%202020.pdf\" target=\"_blank\" rel=\"noopener\"> une \u00e9tude de M\u00e9diam\u00e9trie<\/a> lors du dernier rapport de septembre 2020.<br \/>\n<br \/>\nL\u2019importante fr\u00e9quentation du site web pr\u00e9sente des d\u00e9fis pour la marque et notamment celui de garantir aux visiteurs une exp\u00e9rience en ligne simple, fluide et intuitive. C\u2019est l\u2019un des plus gros challenges pour l\u2019enseigne fran\u00e7aise.<\/p>\n<h2>La satisfaction client : ADN de Leroy Merlin<\/h2>\n<p>Il est imp\u00e9ratif d&rsquo;\u00e9couter la voix des clients en recueillant leurs avis \u00e0 chaque moment cl\u00e9 du parcours client et la mise en place de l\u2019outil Mopinion \u00e0 permis de r\u00e9pondre \u00e0 deux probl\u00e9matiques chez Leroy Merlin, dont :<\/p>\n<ul>\n<li>Mesurer la satisfaction client \u00ab \u00e0 chaud \u00bb dans <a href=\"https:\/\/mopinion.com\/fr\/outils-de-cartographie-des-parcours-client\/\" target=\"_blank\" rel=\"noopener\"> le parcours client<\/a>,<\/li>\n<li>Collecter et analyser des feedback client en temps r\u00e9el permettant de prendre des d\u00e9cisions op\u00e9rationnelles.<\/li>\n<\/ul>\n<p>Avant l&rsquo;impl\u00e9mentation de l\u2019outil Mopinion au sein de Leroy Merlin, l&rsquo;\u00e9quipe en charge du E-commerce utilisait des indicateurs de mesure de satisfaction de client et diff\u00e9rents moyens pour collecter et traiter les feedback clients.<\/p>\n<blockquote><p>\u201cNous avons constat\u00e9 que ces indicateurs n&rsquo;\u00e9taient pas forc\u00e9ment adapt\u00e9s pour piloter de mani\u00e8re op\u00e9rationnelle la satisfaction client sur notre site web et que nous pouvions aller plus loin dans la r\u00e9colte des feedback en ligne. Pour cette raison, nous avons d\u00e9cid\u00e9 de mettre en place l\u2019outil Mopinion <\/p>\n<div style=\"width: 100%; text-align: right; margin: 0 0 20px 0; color: #888; font-style: normal;\">Nicolas Haese, Responsable Customer Experience chez Leroy Merlin<\/div>\n<\/blockquote>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-40653 \" src=\"https:\/\/media.mopinion.com\/wp-content\/uploads\/2021\/01\/28083701\/L.M-Wordpress-1-e1611775546349.png\" alt=\"L.M WordPress 1\" width=\"561\" height=\"567\" \/><\/a><br \/>\nSource : <a href=\"https:\/\/www.leroymerlin.fr\/\" target=\"_blank\" rel=\"noopener\"> Leroymerlin.fr<\/a><br \/>\n<br \/>\nLes feedback obtenus par le biais de Mopinion permettent de mesurer les niveaux de satisfaction ou d\u2019insatisfaction des utilisateurs en ligne.<br \/>\n<br \/>\n\u201c<em>L\u2019indicateur qui r\u00e9pond le plus \u00e0 nos objectifs est l\u2019indicateur de CSAT (Customer Satisfaction Score). Nous l\u2019utilisons \u00e0 diff\u00e9rents endroits du site.<\/em><\/p>\n<blockquote><p>L\u2019utilisateur a la possibilit\u00e9 de renseigner son niveau de satisfaction sur une \u00e9chelle de 1 \u00e0 5 et en fonction de sa note, des questions seront g\u00e9n\u00e9r\u00e9es tout en restant coh\u00e9rent avec la note donn\u00e9e pr\u00e9c\u00e9demment\u00a0\u00bb<\/p><\/blockquote>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-40565 \" src=\"https:\/\/media.mopinion.com\/wp-content\/uploads\/2021\/01\/27153041\/Capture-Leroy-Merlin-2-e1611683348217.png\" alt=\"Capture Leroy Merlin 2\" width=\"515\" height=\"670\" \/><\/a><br \/>\nSource : <a href=\"https:\/\/www.leroymerlin.fr\/\" target=\"_blank\" rel=\"noopener\"> Leroymerlin.fr<\/a><br \/>\n<br \/>\nLes r\u00e9ponses collect\u00e9es vont permettre d\u2019identifier les irritants clients, d\u2019agir pour am\u00e9liorer l&rsquo;exp\u00e9rience utilisateur en ligne et par cons\u00e9quent d&rsquo;augmenter le taux de conversion.<\/p>\n<h2>L\u2019impact de la mise en place de l\u2019outil Mopinion sur le taux de conversion<\/h2>\n<p>\u00c0 chacune des \u00e9tapes du parcours client, il est possible d\u2019identifier \u00e0 quel moment le niveau de satisfaction est bon ou moins bon ce qui permettra de prioriser les actions prises par la suite chez Leroy Merlin.<\/p>\n<blockquote><p>\u201cAu mois d\u2019octobre 2020, nous avons r\u00e9cup\u00e9r\u00e9 4000 feedback client suite au d\u00e9ploiement de questionnaires en ligne sur notre site, nous pr\u00e9voyons de r\u00e9colter autour de 6500 feedback en Novembre. Clairement, nous constatons que le digital avait pris une part importante ces derni\u00e8res ann\u00e9es<\/p><\/blockquote>\n<p>En vue du nombre des feedback collect\u00e9s, il est imp\u00e9ratif de bien analyser ces donn\u00e9es et d\u2019en tirer profit. Si, comme Leroy Merlin, vous souhaitez cr\u00e9er une exp\u00e9rience en ligne fluide et harmonieuse, nous serons ravis de vous accompagner dans l&rsquo;impl\u00e9mentation de notre outil de r\u00e9colte de feedback utilisateur en ligne.<\/p>\n<section class=\"clientapp blog-cta blog-cta-between blog-cta-border\"> \n\t\t\t\t\t<div class=\"row cta-header-row\">\n\t\t\t\t\t\t<div class=\"col-sm-10 col-sm-offset-1\">\n\t\t\t\t\t\t\t<h3 class=\"text-center\">Essayez maintenant!<\/h3>\n\t\t\t\t\t\t\t<p class=\"text-center\">Vous souhaitez en savoir plus sur la plateforme de reporting et d&#39;analyse de feedback Mopinion? N\u2019h\u00e9sitez pas \u00e0 essayer gratuitement notre logiciel. Si vous \u00eates \u00e0 la recherche d&#39;un outil plus personnalis\u00e9, r\u00e9servez une d\u00e9mo. L&#39;un de nos expert Mopinion vous orientera \u00e0 travers le logiciel et r\u00e9pondra \u00e0 toute question.<\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"row\">\n\t\t\t\t\t\t<div class=\"blog-cta-btn-wrap cta-light text-center\">\n\t\t\t\t\t\t\t<a href=\"https:\/\/mopinion.com\/fr\/demo\/?track=blog-post\" id=\"blog-embedded-cta-demo\" class=\"btn btn-request blog-cta-btn blog-btn-sub btn-primary btn-10\">Demandez une D\u00e9mo<\/a>\n\t\t\t\t\t\t\t<a href=\"https:\/\/app.mopinion.com\/account\/sign-up?track=blog-post\" id=\"blog-embedded-cta-trial\" class=\"btn btn-request  btn-outline-primary  blog-cta-btn\">Mise en route<\/a>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/section>\n","protected":false},"excerpt":{"rendered":"<p>Leroy Merlin est aujourd\u2019hui l\u2019enseigne leader sur le march\u00e9 de l&rsquo;am\u00e9nagement de l\u2019habitat et du bricolage en France. En plus de ses boutiques, la marque ne s\u2019est pas limit\u00e9e \u00e0 la vente traditionnelle en magasins mais s\u2019est consacr\u00e9e au d\u00e9veloppement du e-commerce avec notamment un site internet en forte croissance ce qui l\u2019incite \u00e0 garantir [&hellip;]<\/p>\n","protected":false},"author":12,"featured_media":70102,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1893],"tags":[1794,2077,1772],"class_list":["post-65302","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-retroaction-numerique","tag-customer-stories-fr","tag-digital-feedback-fr","tag-ecommerce-and-retail-fr"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v24.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Leroy Merlin am\u00e9liore son taux de conversion gr\u00e2ce \u00e0 l\u2019outil Mopinion - Mopinion<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/mopinion.com\/fr\/leroy-merlin-ameliore-son-taux-de-conversion-grace-a-loutil-mopinion\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Leroy Merlin am\u00e9liore son taux de conversion gr\u00e2ce \u00e0 l\u2019outil Mopinion - Mopinion\" \/>\n<meta property=\"og:description\" content=\"Leroy Merlin est aujourd\u2019hui l\u2019enseigne leader sur le march\u00e9 de l&rsquo;am\u00e9nagement de l\u2019habitat et du bricolage en France. En plus de ses boutiques, la marque ne s\u2019est pas limit\u00e9e \u00e0 la vente traditionnelle en magasins mais s\u2019est consacr\u00e9e au d\u00e9veloppement du e-commerce avec notamment un site internet en forte croissance ce qui l\u2019incite \u00e0 garantir [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/mopinion.com\/fr\/leroy-merlin-ameliore-son-taux-de-conversion-grace-a-loutil-mopinion\/\" \/>\n<meta property=\"og:site_name\" content=\"Mopinion\" \/>\n<meta property=\"article:published_time\" content=\"2021-01-28T11:41:32+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-10-02T10:57:39+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/media.mopinion.com\/wp-content\/uploads\/2019\/08\/28083754\/leroy-cover.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1800\" \/>\n\t<meta property=\"og:image:height\" content=\"650\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Erin Gilliam Haije\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Erin Gilliam Haije\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/mopinion.com\/fr\/leroy-merlin-ameliore-son-taux-de-conversion-grace-a-loutil-mopinion\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/mopinion.com\/fr\/leroy-merlin-ameliore-son-taux-de-conversion-grace-a-loutil-mopinion\/\"},\"author\":{\"name\":\"Erin Gilliam Haije\",\"@id\":\"https:\/\/mopinion.com\/fr\/#\/schema\/person\/f061aa6efd23fe0a2c1c19b1aa6745ab\"},\"headline\":\"Leroy Merlin am\u00e9liore son taux de conversion gr\u00e2ce \u00e0 l\u2019outil Mopinion\",\"datePublished\":\"2021-01-28T11:41:32+00:00\",\"dateModified\":\"2023-10-02T10:57:39+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/mopinion.com\/fr\/leroy-merlin-ameliore-son-taux-de-conversion-grace-a-loutil-mopinion\/\"},\"wordCount\":656,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/mopinion.com\/fr\/#organization\"},\"image\":{\"@id\":\"https:\/\/mopinion.com\/fr\/leroy-merlin-ameliore-son-taux-de-conversion-grace-a-loutil-mopinion\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/media.mopinion.com\/wp-content\/uploads\/2019\/08\/28083754\/leroy-cover.jpg\",\"keywords\":[\"Customer stories\",\"digital feedback\",\"ecommerce\"],\"articleSection\":[\"R\u00e9troaction Num\u00e9rique\"],\"inLanguage\":\"fr-FR\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/mopinion.com\/fr\/leroy-merlin-ameliore-son-taux-de-conversion-grace-a-loutil-mopinion\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/mopinion.com\/fr\/leroy-merlin-ameliore-son-taux-de-conversion-grace-a-loutil-mopinion\/\",\"url\":\"https:\/\/mopinion.com\/fr\/leroy-merlin-ameliore-son-taux-de-conversion-grace-a-loutil-mopinion\/\",\"name\":\"Leroy Merlin am\u00e9liore son taux de conversion gr\u00e2ce \u00e0 l\u2019outil Mopinion - 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