M&S is enhancing customer shopping experiences by introducing self-checkouts in changing rooms, reducing the need to queue twice.
- The initiative is planned to cover over 100 stores by early 2028, as part of M&S’s extensive store renovations.
- CEO Sacha Berendji highlights the ease of trying on and purchasing clothing seamlessly in fitting rooms.
- Concerns about shoplifting are addressed with staff presence to assist and monitor transactions.
- This change is part of a broader store redesign, impacting all sections including home, food, and clothing.
M&S, known for its innovation in retail, is bringing forward a significant change by installing self-checkouts in the changing rooms of its 180 clothing stores. This strategic move aims to eliminate the inconvenience of queuing twice, enhancing the shopping experience by allowing customers to pay for their items where they try them on. By early 2028, M&S plans to implement this technology in over 100 stores, paving the way for a smoother, more efficient shopping journey.
Sacha Berendji, Director of Operations at M&S, envisions a seamless shopping experience where customers can directly enter fitting rooms, try on their selected clothing, and make purchases without additional wait times. This model promotes convenience, offering shoppers the flexibility to check out on their own terms. Currently, one self-checkout per changing room area is being installed, with the possibility of adding more depending on customer demand.
Despite previous comments by M&S Chairman Archie Norman regarding the potential for increased shoplifting due to self-checkouts, the company reassures that staff will be present to assist and ensure proper payment. Berendji emphasizes that while shoplifting remains a concern, measures are in place to reduce these losses. This includes an option for customers to either self-serve or be assisted by staff, catering to different preferences.
This technological upgrade is part of a larger revamp of M&S’s store layouts, which includes transformations in their home goods, food, and clothing sectors. The initiative reflects a forward-thinking approach in retail management, aiming for enhanced efficiency and customer satisfaction across all major departments.
M&S’s introduction of self-checkouts in changing rooms marks a significant advancement in retail efficiency and customer convenience.
