M&S Tops UK In-Store Satisfaction Survey for Fifth Year

Marks & Spencer has been named the United Kingdom's top supermarket for in-store customer satisfaction for the fifth consecutive year, according to an annual survey by consumer group Which?. The survey, which polled more than 3,500 shoppers on their experiences over the past 12 months, evaluated retailers on factors including customer service, product range, store appearance, quality, value for money, and likelihood to recommend.

M&S achieved an overall score of 78 percent, earning five out of five stars for service, store appearance, product range, availability, and the quality of both own-label and fresh foods. Shoppers highlighted its reliability for high-quality produce, with one respondent stating, "It's the best place for high-quality produce and never lets me down." However, the retailer received only two stars for value for money, as many customers view it as suitable for occasional treats rather than full weekly shops. "It's nice to shop there for something a little special but it is quite expensive," another shopper noted, adding, "I don't feel I can do a full shop there." This pulled M&S short of Which?'s Recommended Provider status.