Deep dive: Can M&S become the nation’s favourite shop again?
Marks & Spencer is often referred to as the nation’s favourite retailer.
But the retailer has gone from turnaround plan to turnaround plan since the turn of the millennium, and time is starting to run out.
As Britain’s favourite retailer loses relevance to today’s shoppers, Retail Week asks: can M&S be saved?
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Ranking: The best retailers for customer satisfaction
The January edition of the UK Customer Satisfaction Index showcases which organisations consumers enjoy interacting with the most.
Timpson, M&S and John Lewis in the top new customer service ranking
M&S is the top retailer in the UK for customer service, according to a new survey of 15,000 consumers. The brand, which recently said that “sales records were broken across the business” for Christmas 2024, narrowly beat John Lewis in the Institute of Customer Service’s (ICS) January 2025 UK Customer Satisfaction Index (UKCSI).
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