--- title: Study of the digital and physical experience in bricolage and DIY Retailers description: Our community of real people tried to complete a purchase on the websites of five large-scale retailers specialising in construction and tools. image: https://blog.unguess.io/hubfs/attrezzi-bricolage.jpeg --- [![Vai alla homepage di UNGUESS](https://blog.unguess.io/hubfs/Imported%20images/unguess-logo.svg)](https://unguess.io/it) - PRODUCTS BY INDUSTRY - [Retail & Ecommerce](https://unguess.io/services/industry/retail-ecommerce/) - [Fast-Moving Consumer Goods](https://unguess.io/services/industry/fast-moving-consumer-goods/) - [Banking, Insurance & Financial Services](https://unguess.io/services/industry/banking-insurance-financial-services/) - [Travel & Hospitality](https://unguess.io/services/industry/travel-hospitality/) - [Utilities](https://unguess.io/services/industry/utilities/) - [Healthcare](https://unguess.io/services/industry/healthcare/) - [Media & Entertainment](https://unguess.io/services/industry/media-entertainment/) - [Automotive](https://unguess.io/services/industry/automotive/) - PRODUCTS BY USE CASE - [Ai Training](https://unguess.io/services/ai-training-testing/) - [User Experience](https://unguess.io/services/use-case/user-experience/) - [Software Quality](https://unguess.io/services/use-case/software-quality/) - [Cyber Security](https://unguess.io/services/use-case/cyber-security/) - [Accessibility](https://unguess.io/services/accessibility/) - [HOW IT WORKS](https://unguess.io/how-it-works/) - [OUR CROWD](https://unguess.io/our-crowd/) - COMPANY - [About us](https://unguess.io/about-us) - [Life at UNGUESS](https://unguess.io/life-at-unguess/) - [Partners](https://unguess.io/unguess-partners/) - [SHOWCASES](https://unguess.io/showcases/) - [Case Study](https://unguess.io/showcases/all-showcases/?jsf=jet-engine:shocase-listing-grid&tax=resource-category:76/#readmore) - [Unguess Challenges](https://unguess.io/showcases/all-showcases/?jsf=jet-engine:shocase-listing-grid&tax=resource-category:74/#readmore) - [White Paper](https://unguess.io/showcases/all-showcases/?jsf=jet-engine:shocase-listing-grid&tax=resource-category:75/#readmore) - [BLOG](https://blog.unguess.io) - - - - - [PRODUCTS](https://unguess.io/services/) - BY INDUSTRY - [Retail & Ecommerce](https://unguess.io/services/industry/retail-ecommerce/) - [Fast-Moving Consumer Goods](https://unguess.io/services/industry/fast-moving-consumer-goods/) - [Banking, Insurance & Financial Services](https://unguess.io/services/industry/banking-insurance-financial-services/) - [Travel & Hospitality](https://unguess.io/services/industry/travel-hospitality/) - [Utilities](https://unguess.io/services/industry/utilities/) - [Healthcare](https://unguess.io/services/industry/healthcare/) - [Media & Entertainment](https://unguess.io/services/industry/media-entertainment/) - [Automotive](https://unguess.io/services/industry/automotive/) - BY USE CASE - [Ai Training](https://unguess.io/services/ai-training-testing/) - [User Experience](https://unguess.io/services/use-case/user-experience/) - [Software Quality](https://unguess.io/services/use-case/software-quality/) - [Cyber Security](https://unguess.io/services/use-case/cyber-security/) - [Accessibility](https://unguess.io/services/accessibility/) - [VIEW ALL PRODUCTS](https://unguess.io/services/) - [HOW IT WORKS](https://unguess.io/how-it-works/) - [OUR CROWD](https://unguess.io/our-crowd/) - COMPANY - [About us](https://unguess.io/about-us/) - [Life at UNGUESS](https://unguess.io/life-at-unguess/) - [Partners](https://unguess.io/partners/) - [SHOWCASES](https://unguess.io/showcases/) - [Case Study](https://unguess.io/showcases/case-study/) - [Unguess Challenges](https://unguess.io/showcases/unguess-challenges/) - [White Paper](https://unguess.io/showcases/white-paper/) - [Webinar](https://unguess.io/showcases/webinar/) - [BLOG](https://blog.unguess.io) - - - - [CONTACT US](https://unguess.io/it/inizia-ora/) [SIGN UP](https://app.unguess.io/) Click Challenge # Study of the digital and physical experience in bricolage and DIY Retailers Our community of real people tried to complete a purchase on the websites of five large-scale retailers specialising in construction and tools. [Newsroom](https://blog.unguess.io/author/newsroom) Nov 10, 2021 --- According to a study by Prometeia, DIY centres brought in a turnover of more than four and a half billion euros in 2018, with a growth of 0.4% in 2019. At the height of the pandemic in 2020, Italians were forced to spend more time at home and thus rethink their living spaces, dividing them between private life and work, all now carried out under the same roof. Forced smart working has boosted the sales of DIY giants, so much so that the large-scale DIY sector has achieved an overall growth in sales of 43.5%, according to Gfk.1  Companies in the sector have noted this: at the beginning of 2021, Leroy Merlin's e-store was already recording 50 million unique visitors per month (+70% compared to 2019) and 7 million active customers (+100%). Physical stores have also experienced significant growth in recent years. According to the 2019 GDS (large-scale retailer) Report, outlets increased by 4.1% in that year, up from 2.5% the previous year. In this context, we decided to analyse the state of eCommerce digitalisation for the five main players in the large-scale retail sector. Calton, a Customer Experience and Review Management startup that collects and analyses feedback and reviews, then analysed the Google reviews that Italian consumers left for the physical stores of these five brands. Once the feedback on the outlets had been analysed, the main issues that had led to a negative opinion from users were identified.   ## The 5 (+2) metrics During the **week of 20 to 24 September 2021**, our community tried to complete a purchase on the websites of five large-scale retailers specialising in construction and tools, **counting the number of clicks** needed to achieve the goal. The five chains were: Bricoman, Brico OK, Bricocenter, Leroy Merlin and OBI. The number of clicks **is** by no means **a complete metric to measure the usability** (much less the User Experience) of a site. For this reason, the click count was combined with **questionnaires** intended to evaluate - satisfaction - usability - design - information capacity (hereinafter *Informativity*) - reliability ## Curious about the results? [![Download the report](https://no-cache.hubspot.com/cta/default/6087279/517dd06d-5600-4b57-9736-dcaa12f8d021.png)](https://cta-redirect.hubspot.com/cta/redirect/6087279/517dd06d-5600-4b57-9736-dcaa12f8d021) References: [1 FirstOnline](https://www.firstonline.info/la-casa-diventa-ufficio-e-le-commerce-del-fai-da-te-raddoppia-il-fatturato/) [2 You Trade Web](https://www.youtradeweb.com/2020/12/da-bricoman-a-leroy-merlin-numeri-e-i-trend-della-grande-distribuzione-specializzata-edilizia-bricolage/) [Click Challenge](https://blog.unguess.io/tag/click-challenge) [Share via Facebook](https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Fblog.unguess.io%2Fen%2Fstudy-of-the-digital-and-physical-experience-in-bricolage-and-diy-retailers) [Share via Twitter](https://twitter.com/intent/tweet?url=https%3A%2F%2Fblog.unguess.io%2Fen%2Fstudy-of-the-digital-and-physical-experience-in-bricolage-and-diy-retailers&text=Study+of+the+digital+and+physical+experience+in+bricolage+and+DIY+Retailers) [Share via Email](mailto:?subject=Study+of+the+digital+and+physical+experience+in+bricolage+and+DIY+Retailers&body=https%3A%2F%2Fblog.unguess.io%2Fen%2Fstudy-of-the-digital-and-physical-experience-in-bricolage-and-diy-retailers) [Share via LinkedIn](https://www.linkedin.com/shareArticle?mini=true&url=https%3A%2F%2Fblog.unguess.io%2Fen%2Fstudy-of-the-digital-and-physical-experience-in-bricolage-and-diy-retailers&title=Study+of+the+digital+and+physical+experience+in+bricolage+and+DIY+Retailers&summary=Our+community+of+real+people+tried+to+complete+a+purchase+on+the+websites+of+five+large-scale+retailers+specialising+in+construction+and+tools.) ## Similar posts Click Challenge ### [How many clicks does it take to open a bank account?](https://blog.unguess.io/en/how-many-clicks-does-it-take-to-open-a-bank-account?hsLang=en) We have asked some of the testers from our community to open an online account with 13 of Italy's major banks and to count the number of clicks needed Laura Villa Sep 10, 2020 Cybersecurity ### [5 reasons why Black Friday is a hacker's paradise](https://blog.unguess.io/black-friday-hackers-paradise?hsLang=en) Discover strategies to safeguard your online shopping during Black Friday. Our guide helps you navigate cyber risks, ensuring a secure online... Newsroom Nov 14, 2023 Click Challenge ### [The State of Spanish Bank's Digitalisation](https://blog.unguess.io/en/the-state-of-spanish-banks-digitalisation?hsLang=en) How do real users feel about account opening process? How many clicks does it take to open an account? Is it possible to open an account from a cell... Newsroom Apr 20, 2021 Click Challenge ### [Headless Commerce: the future of retail](https://blog.unguess.io/en/headless-commerce-the-future-of-retail?hsLang=en) With Headless commerce, organizations can offer customized experiences, achieve the freedom to test, increase their agility and scale more efficiently Laura Villa May 5, 2021 ![unguess-logo-1](https://blog.unguess.io/hubfs/unguess-logo-1.svg) **© 2023 UNGUESS S.r.l.** UNGUESS is a registered trademark of UNGUESS S.r.l.   - [![U2Y - Verified Carbon Footprint](https://blog.unguess.io/hs-fs/hubfs/U2Y%20-%20Verified%20Carbon%20Footprint.png?width=50&height=50&name=U2Y%20-%20Verified%20Carbon%20Footprint.png)](https://app.u2y.io/brands/314) - [![UNGUESS is a leader in Crowd Testing Tools on G2](https://images.g2crowd.com/uploads/report_medal/image/1004327/medal.svg)](https://www.g2.com/products/unguess/reviews?utm_source=rewards-badge) - [![UNGUESS is a leader in Test Management on G2](https://images.g2crowd.com/uploads/report_medal/image/1004327/medal.svg)](https://www.g2.com/products/unguess/reviews?utm_source=rewards-badge) - [![UNGUESS is a leader in Crowd Testing Tools on G2](https://images.g2crowd.com/uploads/report_medal/image/1004379/medal.svg)](https://www.g2.com/products/unguess/reviews?utm_source=rewards-badge) - [![UNGUESS is a leader in Europe Test Management on G2](https://images.g2crowd.com/uploads/report_medal/image/1004391/medal.svg)](https://www.g2.com/products/unguess/reviews?utm_source=rewards-badge) - [![UNGUESS is a leader in EMEA Test Management on G2](https://images.g2crowd.com/uploads/report_medal/image/1004447/medal.svg)](https://www.g2.com/products/unguess/reviews?utm_source=rewards-badge) #### SERVICES - [AI Training](https://unguess.io/services/ai-training-testing/) - [User Experience](https://unguess.io/services/use-case/user-experience/) - [Software Quality](https://unguess.io/services/use-case/software-quality/) - [Cyber Security](https://unguess.io/services/use-case/cyber-security/) - [Accessibility](https://unguess.io/services/accessibility/) #### SHOWCASE - [Blog](https://blog.unguess.io) - [Our Crowd](https://unguess.io/our-crowd/) - [Tryber.me](https://tryber.me/) - [Integrations](https://unguess.io/integrations/) - [Partners](https://unguess.io/partners/) #### COMPANY [Work with us](https://unguess.io/life-at-unguess/#job-positions) [Get in touch](https://unguess.io/get-started/) **General inquires:** [info@unguess.io](mailto:info@unguess.io)   [Privacy Policy](https://unguess.io/privacy-policy/)  | [ESG Policy](https://unguess.io/esg-policy/)  | [Personal Data Processing Notice: Customers and Suppliers](https://unguess.io/personal-data-processing-notice-customers-and-suppliers/) | [Model 231](https://unguess.io/model-231/) | [Ethical Code](https://unguess.io/ethical-code/) | [Cookies Settings](https://www.iubenda.com/privacy-policy/833252/full-legal)  |  [Terms & Conditions](https://unguess.io/terms-and-conditions/) UNGUESS S.r.l. – VAT 01603290196   © 2022 Kalungi, Inc. - All Rights Reserved. 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