M&S has expanded its checkout-free payment experience, ‘Mobile Pay Go’, to 50 stores – 49 in London and one in Manchester.
The rollout follows a trial across a selection of London stores that started in late 2018 In the six original trial stores – Edgware Road, Bankside, Waterside Paddington, West Hampstead, Canary Wharf and Stratford Westfield – there’s a Mobile Pay Go transaction every three seconds over lunchtime.
The new stores to benefit from the technology have been selected based on their huge popularity at peak times, particularly around lunch. For example, at New Change Food store, 45% of Food to Go transactions take place between midday and 2pm. Mobile Pay Go helps to reduce queueing times and frees up colleagues so they can offer great service in other areas of the store, says M&S.
M&S Clapham Junction in London has been using the technology since it reopened as the retailer’s second renewal store. Renewal stores are about creating a fantastic store experience supported by industry leading operations and great tech. Customers at this store have embraced the technology.
Joe Erskine, Store Manager at the branch says of the pay and go service: “We all know how fast-paced London life is and how busy our customers are, so the great response we’ve had to Mobile Pay Go has been no surprise to us here at Clapham Junction. Making it as easy as possible for customers to come in, purchase our products and be on their way is hugely important to us.”
The technology has been popular with busy lunchtime shoppers – ideal as M&S sells over 2 million sandwiches a week and is focused on continuing to grow its Food to Go market share (currently 20%).
Sacha Berendji Director of Retail, Operations and Property at M&S adds: “M&S is changing to become a Digital First retailer with industry-leading store operations – and Mobile Pay Go is a really exciting part of that. Today’s rollout means more of our customers will be able to benefit from this popular technology and enjoy a seamless shopping experience – which we know is especially important at lunchtime.”
The move comes as M&S joins a raft of retailers that had a poor Christmas and which are accelerating their modernisation plans to try and keep up with ever-changing consumers. Group sales came in at £3bn in its third-quarter, the 13 weeks to December 28. That’s 0.7% down on the same time last year. UK sales of £2.8bn were down by 0.6% in total, but up by 0.2% on a like-for-like basis that strips out the effect of store openings and closures. The figures also showed food sales of £1.7bn were up by 1.5% in total, and 1.4% LFL, but clothing and home sales of £1.1bn were down by 3.7% in total and 1.7% LFL.