M&S rolls out shopping reservation slots

Date : 03 November 2020

Laura Jacobson

Head of Insight - RA UK

Shoppers can book slots in advance of shopping, in a move to enhance the experience and prevent queuing at M&S stores.

How does it work?

  • Shoppers select the store they wish to visit through the M&S website
  • They pick a date and a 30 minute time slot
  • On arrival, an in-store host greets them, managing the total number of shoppers in the store at one time

Winter-friendly initiative

The move follows a successful 80 store trial in Scotland and Wales, following increased restrictions in those regions. It is now available in 566 locations across the UK.

Reducing shopper pain points such as queuing will help M&S win loyalty for the all-important Christmas shopping period, especially as the winter weather worsens. The initiative will also help reassure shoppers that social distancing is being maintained. M&S may be able to utilise the data generated to provide an advanced view of the most popular shopping times, helping plan for a very different Christmas peak this year.

Sainsbury's trialled a system in a handful of stores in the summer, so the system may be replicated by more retailers in the market in the near future. 

Want to know more?

Catch up on the latest technology innovations from around the globe in our Q3 round-up here