Case Study: M&S Café achieves 22% customer service improvement and £500k savings with Kineo elearning

Customer experience elearning for Marks & Spencer

Marks & Spencer asked for a fast, cost‑effective way to raise service quality in its cafés. The business challenge was to use elearning — a new approach for M&S retail teams — to improve café sales, lift mystery‑diner scores, reduce complaints and reach 8,000 people quickly while controlling costs and delivering clear ROI.

We delivered an on‑brand, authentic elearning programme based on visits to cafés, realistic scenarios, practice with feedback and an 80/20 focus on high‑impact behaviours (eg. rostering 'aces' and the ‘triangle’ workflow). Results: 8,000 learners in six months, £500k saved versus alternatives, 95% positive feedback, a 22% lift in mystery‑diner service scores, a 6% increase in like‑for‑like café sales, and a Gold Elearning Award.

M&S Cafe