Research Guides M&S Rethink

UK retail stalwart Marks & Spencer is reportedly working on a radical redesign of stores based on analysis of its customer base in each locality, including affluence and demographics.

A report on www.telegraph.co.uk says the chain's new leader Marc Bolland has earmarked around £600m over the next three years to roll out the 'new vision'. Bolland said the billions spent by his predecessor Sir Stuart Rose over six years had modernised the shops and improved their core infrastructure, but had 'not delivered an inspirational shopping environment for customers'.

The new approach will see a range of different store formats launched, to suit the local market - described as a 'cluster' model. A pilot of each new style of store will be used to test shoppers' reactions, and the company will also pilot a new in-store 'navigation scheme' following research suggesting consumers found store layouts confusing and 'difficult to shop [in]'.

Despite Mr Bolland's concerns over recent changes, the company also announced good results for the year to April 2nd, with underlying pre-tax profit up 12.9% to £714.3m, and sales up 4.2% to £9.7bn. M&S plans to target growth in India, China, Russia and France.

Web site: http://corporate.marksandspencer.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.