M&S is revolutionising shopping by adding self checkouts directly in fitting rooms, enhancing customer convenience.
- This initiative aims to eliminate the need for customers to queue twice, making the shopping experience smoother.
- M&S plans to implement this technology across over 100 stores by early 2028, as part of a broader store revamp.
- Concerns about shoplifting with self checkouts are addressed by having staff available in changing room areas.
- The initiative is part of M&S’s strategy to offer customers a choice between self-service and traditional service.
M&S is making strides to improve customer convenience by installing self checkouts in its fitting rooms. This effort is intended to enhance the shopping experience by allowing customers to skip conventional queues, a move applicable across 180 clothing stores. By early 2028, over 100 stores will feature this technology, aligned with M&S’s broader strategy to revamp its store experience.
Sacha Berendji, Operations Director at M&S, expressed the vision behind this development: ‘We’d like customers to be able to walk straight into the fitting room with no queue, try on what they’ve chosen, then pay there and just walk out.’ This practical approach aims to streamline the shopping journey for customers.
Despite previous warnings from M&S Chairman Archie Norman regarding potential shoplifting issues with self checkouts, the company is taking proactive measures. Staff will be designated in changing room areas to ensure proper supervision and assistance, addressing concerns about scanning difficulties or unscanned products.
The first wave of installations has already been completed in 28 refurbished stores, including the flagship store at Fosse Park in Leicester. This phased rollout forms part of a wider strategy to upgrade M&S’s larger store formats, which includes enhancing their home, food, and clothing ranges.
M&S’s decision to incorporate self checkouts in fitting rooms underscores its commitment to modernising the shopping experience while addressing potential challenges.
