KPMG Nunwood
Publications

UK Customer Experience Excellence Analysis 2020

M&S

Non-Grocery Retail

The M&S “never the same again programme” sums up the position of many companies as they begin to reimagine their businesses and prepare for post crisis transformation. For M&S, this promises to be a complete overhaul of the entire shopping experience.

In his 2019 Chairman’s address, Archie Norman described the root and branch transformation that was in train. Starting with fixing the basics, improving the retail estate, redesigning the supply chain and upscaling the technology platform. But underpinning this is connecting the stores with the centre and putting the customer at the heart of executive decision making, though the “Voice of the stores” linking employee and customer feedback.

COVID-19 has provided a platform for M&S to build on the quality of its customer experience with improved propositions and a new, more relevant, business model.

"M&S have been so good with how they have handled the coronavirus situation and I think that their stores and staff have been amazing."

UK CEE 2020 respondent

 

Pillar Score vs. Industry Average

Company Profile

M&S is one of the UK’s leading retailers. We are committed to making every moment special for our customers, through our high quality, own-brand Food, Clothing & Home products we offer in our 1,433 stores worldwide and online.

Source

http://corporate.marksandspencer.com

+6%

Personalisation

+7%

Integrity

+5%

Expectations

+7%

Resolution

+6%

Time and Effort

+8%

Empathy