Trend #1: Project consulting remains a strategic pillar, driven by trust
The plumbing, bathroom, and kitchen department accounts for 15% of GSB revenue and remains 15% above its 2019 level, according to the FMB. This is no coincidence: 89% of French people say they shop at large home improvement stores, and 84% trust the equipment sold there—a level of trust significantly higher than that of other retail channels.
For a network, this trust only converts into sales if the project consulting appointment meets expectations: an advisor discovering the customer's project at the same time as them, or a poorly prepared appointment, damages a competitive advantage that few generalist retailers possess.
What this means in practice for a network:
- A project consulting appointment that captures the type of project (kitchen, bathroom, layout) and its progress before the customer arrives;
- Automatic assignment of the right advisor based on their specialty (kitchen, bathroom, electricity, heating);
- A journey that clearly distinguishes the consulting appointment from the renovation quote appointment.
Trend #2: The collapse of energy renovation subsidies is shifting demand toward the store
Applications for comprehensive renovations via MaPrimeRénov' fell by 75% in the first half of 2026, dropping from 10,000 to 2,500 monthly files—a fourfold decrease directly linked to budget cuts and successive changes to eligibility criteria, according to L'EnerGeek. Yet, the need for renovation has not disappeared: according to the FMB, 39% of French people have already started energy renovation work, and 20% plan to do so soon.
This gap between an intact structural need and shrinking public funding is pushing more households to turn directly to retailers for support: quotes, technical advice, and financing solutions. A well-prepared consulting appointment becomes an even more critical touchpoint now that public subsidies are no longer doing the heavy lifting of persuasion.
What this means in practice for a network:
- A project scoping appointment for renovation quotes (insulation, heating, electrical) and potential financing options;
- Automated reminders to ensure attendance for appointments that have become increasingly critical to the purchasing decision;
- An organizational structure capable of handling rising demand for advice without compromising the time dedicated to each project.
Trend #3: Retailers are focusing on services, not just sales volume
"DIY retailers are continuing to invest in services, project support, and energy renovation solutions,"says Paul Cassignol, President of the FMB, as quoted by Univers Habitat. This shift is reflected in the numbers: heating grew by 3.3% in 2025 (+15% since 2019), driven by air conditioning and ventilation, while electrical grew by 0.6% (+13% since 2019), fueled by growing consumer interest in electrical work and renovation.
At the same time, e-commerce continues to grow (+7.7% in 2025) and now accounts for 6.2% of retailer revenue. The physical store is no longer just a place for transactions; it has become a hub for service and advice, which requires appointment management that meets these new demands.
What this means for a retail network:
- Appointments designed as a service in their own right, rather than just a deferred checkout process;
- Consolidated visibility, store by store, on appointment attendance and conversion rates;
- Management tools capable of identifying which departments (kitchen, bathroom, heating, electrical) generate the most requests for advice.
Real-world results
A leading European specialty retailer, operating over 1,700 points of sale through a hybrid network of corporate and franchise stores, has digitized its in-store expert appointments: automatic assignment based on skill and location, automated reminders, and consolidated management across more than 100 stores. The result: over 50,000 appointments booked annually, fully automated, with teams spending less time on the phone and more time with customers.
This isn't a home improvement retailer, but a player in the nature, pet supply, and wellness sector. However, the principle is directly transferable: high-value advisory appointments within a multi-site network, where matching by specialty and automated reminders make the difference between a kept appointment and a project lost to a competitor.
In summary
Frequently asked questions
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