Leroy Merlin Ukraine has secured third place at the All-Ukrainian Customer Experience Awards (UCXE) 2026. The network of home improvement hypermarkets was recognized in the "Best CX Case in Employee Experience" category for its "People for People" initiative. This accolade validates the company's commitment to the "Human First" principle, which posits that high-quality service is inextricably linked to the well-being and professional growth of employees.
The "People for People" Initiative
. Launched to bolster the internal culture, the "People for People" project focuses on creating a supportive environment for staff. As of October 2026, the program includes psychological support, financial stability initiatives, and leadership development via the "Academy of Leaders." The company's leadership maintains that creating a safe and trusting workplace naturally leads to improved customer interactions, as staff members feel empowered and cared for.Analytical Results
Between late 2024 and 2026, the company recorded significant improvements in HR and operational metrics. The eNPS (Employee Net Promoter Score) rose by 77 points, while staff turnover decreased by 12%. Productivity increased by 25% over the same period. Furthermore, the focus on employee experience resulted in a 25% reduction in customer complaints, proving that internal investment directly impacts the external customer journey.
