Post-pandemic strategy

The pandemic caused seismic shifts in the home improvement market. Changing use of home space, time to redecorate, lack of tradesperson availability, supply shocks and fluctuations in personal finance all combined to make for an entirely unpredictable market. We helped B&Q navigate the constantly changing landscape by setting up a regular customer mood monitor, combining robust quantitative measures with highly engaging qualitative enrichment designed to keep the business consistently informed and engaged on the rapidly changing needs of their customers


We put a robust regular tracker of customer sentiment in place, measuring feelings towards the pandemic, relationship to the home and behaviours around home improvement


We conducted a variety of different qualitative enrichment activities, designed to bring depth and colour to the quantitative information


We built understanding & engagement rapidly within a short period by releasing daily films and infographics into the business (in addition to a comprehensive debrief)

Working with insight professionals experienced in the challenges of in-house insight teams ensures that the outputs are fit for purpose, engaging and commercially focused – I always know my projects are in safe and capable hands when using Insight Sherpas and they come highly recommended

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