DIY dwell time


B&Q approached rpa:group to undertake the strategic development of their cafés.



The environment, graphics, service and food offer were all reviewed as part of the development process, aimed at altering the appeal of the cafe to suit a changing customer profile, as well as increasing dwell times within the stores by improving customer experience.


The success of the first trial in Farnborough, exemplified by the 70% growth in cafe sales, resulted in the concept being rolled out across the B&Q chain, which was managed by rpa:group.

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