Marks and Spencer 2013 Annual Report Download - page 27

Download and view the complete annual report

Please find page 27 of the 2013 Marks and Spencer annual report below. You can navigate through the pages in the report by either clicking on the pages listed below, or by using the keyword search tool below to find specific information within the annual report.

Page out of 120

  • 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9
  • 10
  • 11
  • 12
  • 13
  • 14
  • 15
  • 16
  • 17
  • 18
  • 19
  • 20
  • 21
  • 22
  • 23
  • 24
  • 25
  • 26
  • 27
  • 28
  • 29
  • 30
  • 31
  • 32
  • 33
  • 34
  • 35
  • 36
  • 37
  • 38
  • 39
  • 40
  • 41
  • 42
  • 43
  • 44
  • 45
  • 46
  • 47
  • 48
  • 49
  • 50
  • 51
  • 52
  • 53
  • 54
  • 55
  • 56
  • 57
  • 58
  • 59
  • 60
  • 61
  • 62
  • 63
  • 64
  • 65
  • 66
  • 67
  • 68
  • 69
  • 70
  • 71
  • 72
  • 73
  • 74
  • 75
  • 76
  • 77
  • 78
  • 79
  • 80
  • 81
  • 82
  • 83
  • 84
  • 85
  • 86
  • 87
  • 88
  • 89
  • 90
  • 91
  • 92
  • 93
  • 94
  • 95
  • 96
  • 97
  • 98
  • 99
  • 100
  • 101
  • 102
  • 103
  • 104
  • 105
  • 106
  • 107
  • 108
  • 109
  • 110
  • 111
  • 112
  • 113
  • 114
  • 115
  • 116
  • 117
  • 118
  • 119
  • 120

Strategic review
Focus on the UK
Marks and Spencer Group plc Annual report and financial statements 2013 25
Overview Strategic review Financial review Governance Financial statements and other information
Simply Food
Customers appreciate the convenience
of our Simply Food store format and
this year we opened nine new M&S
owned sites. Seven of these were in
prime out-of-town locations with car
parks and many of the larger stores
feature a bakery, deli or café as well as
our Shop Your Way order and collection
service. We plan to maintain the rate of
new store openings in the coming year.
SERVICE
Customer satisfaction survey
The new format provides us with regular, real-time
insight into the things that matter most to customers.
They are invited to provide verbatim comments
under the topics – ‘friendly and helpful’, ‘available to
help’, ‘knowledge’, and ‘quick to pay’. Stores can
access their scores via an online portal – putting
them more in touch with the customers they serve.
Quicker and more
convenient
Following a successful trial,
we rolled out contactless
payment across all our UK and
Republic of Ireland stores.
Customers are enjoying the
speed and convenience of the
payment method and 14% of
card transactions under £20 are
now completed by contactless.
Our priority remains to deliver an
inspirational shopping environment
for our customers in the most
convenient locations possible. The
coming year will see us complete the
roll-out of our new look store format.
This improved product presentation
will be supported by more
knowledgeable and informed
employees. We will continue to cater
for our customers’ changing
shopping habits – working closely
with our digital team to deliver a more
integrated experience.
Our greenest store
Cheshire Oaks includes the
latest sustainable building
features such as a 100% FSC-
certified engineered softwood
timber roof, hemp and lime
external wall panels and
harvested rainwater to supply
toilet facilities and irrigate the
store’s ‘living’ greenwall.
Discover more online
Looking ahead