Case Study: Marks & Spencer achieves 23% average customer satisfaction (OSAT) increase across 11 international markets with InMoment

Marks & spencer leverage customer stories to deliver Sustainable value in the international marketplace

Marks & Spencer, the historic British retailer with over 1,400 stores and millions of customers, set a 2015 corporate goal to put customers at the heart of the business. Delivering a consistent branded experience across 31 countries, 20 languages and a mix of company-owned and franchise locations was a major challenge, so the international head of operations moved the business off an outdated one-visit-per-month mystery shop model and onto an always-on VoC platform.

Using InMoment, M&S launched a mature feedback program across 400+ locations, collecting 300,000+ pieces of feedback in year one and applying Active Listen, analytics, coaching plans, dashboards and case management to drive action (customer rescue time fell to under 48 hours). The program delivered strong results — an average 23% increase in OSAT across 11 international markets (88% in India, 40% in Singapore, etc.) and an estimated £284,000 in new annual revenue in one market tied to a 27% OSAT uplift.

Marks & Spencer