Measuring the impact of Metro Poland’s new concept store

To understand the changed customer experience and commercial impact of the newly refurbished Odido concept store in Poland, Shopworks conducted a comprehensive research study.

The goal was to assess improvements across customer experience, store environment, product range, and added-value services, while also quantifying changes in commercial performance.

Our research compared customer behaviours and perceptions before and after the store refurbishment using a robust combination of qualitative and quantitative research methods including:

• Shopper observation

• Exit interviews

• Face-to-face depth interviews with shoppers

• Sales data analysis

The findings from the pilot were compelling, demonstrating significant uplift across key performance indicators:

• Sales performance increased by +23% year-on-year

• Average transaction value rose by +12% year-on-year

• Shoppers exhibited longer dwell times, higher engagement with the product range, and higher purchase conversion rates.

The refurbished environment led to greater planned visits, improved shopping missions (especially for fresh and top-up shopping), and a more intuitive store navigation experience.

Through research, the pilot program demonstrated that with targeted investment in store planning, category management and customer-centric design, meaningful improvements to both customer experience and financial performance can be achieved.