Marks & Spencer starts Mobile, Pay, Go roll-out
M&S has launched a scan and pay service, Mobile, Pay, Go, which will be available for customers in six London stores ahead of Christmas. Now live in Edgware Road and Waterside (M&S’ Paddington HQ) Simply Food, the service will roll-out to West Hampstead, Bankside, Canary Wharf and Stratford Westfield over the coming weeks.
This follows a trial at Waterside Simply Food over the summer. The store now sees 20% of its sales from Mobile, Pay, Go with an average of 170 items being purchased through the app every hour.
Customers open the M&S app, scan products as they go and then pay (up to the value of £30) from their iPhone using Apple Pay or a saved card on their online account. Sacha Berendji, Retail, Operations and Property Director at Marks & Spencer, says: “Digitally enabled stores that offer a seamless customer experience are a crucial part of our transformation and our ambition to be a digital first retailer.”
“Our customers - especially those who come to us for lunch - are so busy, any tech that can speed up the shopping experience is a massive benefit to them. Crucially, it also means our brilliant colleagues are freed up to offer great service in other parts of the store, helping to improve the overall experience in the lunchtime rush. We’re moving with pace and we can’t wait to hear what our customers think.”
The retailer will collect customer feedback and adapt Mobile, Pay, Go before rolling out to more stores early next year. Following an initial collaboration with The App Business, the project is being fully managed and developed by M&S’s in-house digital team.