M&S is aiming to have 30% of its sales coming from online by 2022 and is also reshaping its store estate to reflect customers’ changing shopping habits. At present, around 70% of the retailer’s online orders are collected in an M&S store. Last year M&S introduced 170 of its convenience locations as collection points including stores in BP garages, railway stations and hospitals.
‘M&S is changing and we’ve got an ambitious target to have one third of our Clothing sales online by 2022, to do this we must improve how we serve our increasingly busy customers. Our free click and collect service is already incredibly popular and in the last 12 months we’ve made it even more convenient by adding pick-up points at our railway station stores and other smaller store locations. The latest improvement will enable thousands more customers to benefit from the service – by catering for that pre-bedtime browse and shop window between 10pm and 11pm.’ – Simon Wood, Head of marksandspencer.com
