Case Study: M&S Cafe achieves better customer service and sales with Kineo

M&S Cafe boosts mystery diner scores 22% with Kineo

Kineo partnered with Marks & Spencer (M&S) to address the challenge of raising customer service quality in M&S Cafes through elearning. The project needed to improve mystery dining scores, grow sales, reduce complaints, and rapidly train 8,000 staff, all while controlling costs and introducing elearning to an audience new to the format.

The solution Kineo delivered was an authentic, branded elearning program focused on key performance gaps, using realistic scenarios and hands-on practice. The results included reaching all 8,000 learners within six months, generating £500k in first-year savings, and achieving a 22% improvement in mystery diner scores alongside a 6% increase in sales. The project also won a Gold Elearning Award.

M&S Cafe