Case Study: Marks & Spencer builds excellent employee engagement with Expert Training Systems

Marks & Spencer - Customer Case Study

Marks & Spencer (M&S), the global multi-channel retailer, partnered with Expert Training Systems (ETS) to strengthen its employee engagement programme. M&S wanted to build on its existing survey platform, make participation more inclusive across its international workforce, and create a more flexible, intuitive employee survey approach that would better support managers and business priorities.

Expert Training Systems (ETS) delivered a bespoke employee survey programme with online survey technology, fast reporting, and executive, business-area, and line-manager outputs, plus pulse surveys for ongoing insight. The result was a major increase in global participation from 12 to 40 countries, faster action on results, and clearer evidence of business impact: top-quartile engagement stores were more than twice as likely to achieve the highest service rating, and absence was 25% lower than in bottom-quartile stores.

Marks & Spencer

Fliss Morehen

Head of Employee Engagement