Marks and Spencer addresses retail technology wrong claims following self-service checkouts roll-out
Earlier this week, we reported that M&S was busy deploying new self-service checkouts across its stores.
RTIH tested them out last week and found them to be a definite improvement on what went before.
But not everyone is a fan. A disabled customer took to Twitter to air her frustrations after a visit to the M&S store in Ipswich.
RieRieB accused M&S of being in breach of the Equality Act and point out that there are approximately 14.6 million disabled people in the UK, and of those around one million are wheelchair users.
“You cannot be ignorant of our existence. Making things less accessible for us is unacceptable,” she said.
She concluded: “I am willing to work with you on this to make the necessary changes to restore access to checkouts at this store.”
In response, a Marks and Spencer spokesperson told RTIH: “While our tills are tested and certified to meet accessibility standards, we take customer feedback seriously and are exploring adjustments we can make to our new tills, including altering the height of the basket and reviewing the positioning of the till so people with disabilities can shop independently if they wish to.”
They added: “At M&S we are committed to ensuring all our stores are accessible and we are in the early stages of research and design to launch a designated accessible till in every store. Our store colleagues are always on hand to support all our customers, including those with accessibility needs.”
Have you tried out the aforementioned new self-service checkouts? If so, let us know your thoughts in comments section below.
Jeremy Pee
Jeremy Pee is the new Chief Digital and Technology Officer at Marks and Spencer.
He was previously the retailer’s Chief Digital and Data Officer, and held that position for just over four years.
During that time, Pee’s focus was on leading a digital transformation push at M&S, and unlocking data to build deep relationships with customers to make experiences special.
He also presided over the building of teams responsible for customer growth, customer experience, loyalty, personalisation, products management, data science, enterprise data, and innovation and partnerships.
2022 RTIH INNOVATION AWARDS
Pee’s M&S colleague, Head of Technology - Corporate Functions, Sharon Peters, was a member of the judging panel for the 2022 RTIH Innovation Awards.
Our 2022 winners were revealed at a sold out event in central London on Tuesday, 6th December.
RTIH Editor, Scott Thompson, said: “Innovation and technology play a critical role in the success of the retail sector, so it is great to recognise standout examples through our awards.”
“Thanks to all those who entered the 2022 event. We received a record number of submissions and many fantastic examples of the continued resilience and dynamism of the retail space during hugely challenging times.”
“Congratulations to our 2022 retail technology hall of fame entrants.”
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