Teresa Monroe partnered with Leroy Merlin to design and deploy “Booster Sat”, an end-to-end customer experience program covering more than ten strategic customer touchpoints across the journey. The objective was not simply to collect feedback, but to create a shared operational language around customer satisfaction.

A turning point came with the co-development of a standardized methodology. Together with Leroy Merlin teams, we defined common KPIs and ensured omnichannel coverage, enabling stores and central teams to rely on the same measurement framework to understand and steer the experience.

To make insight actionable, we built accessible dashboards used both in stores and at headquarters, allowing frontline leaders to monitor customer satisfaction alongside their financial performance. This created a new rhythm of decision-making where feedback became part of daily store management.

Over time, the program evolved structurally: new listening posts were added, the close-the-loop process was formalized, and customer satisfaction became embedded in the bonus model, reinforcing accountability and aligning behaviors across the organization.

✔ A unified CX measurement framework across stores and central teams

✔ Store leaders using the Booster Sat dashboard daily alongside financial KPIs

✔ Structured close-the-loop processes enabling systematic action on feedback

✔ Customer verbatims becoming a strategic insight source for multiple teams

✔ Customer satisfaction embedded into the performance and bonus model

✔ Customer experience now acting as a core driver of business decisions