Marks & Spencer has expanded its partnership with Doddle to provide easier online returns from M&S.com across its Simply Food stores. While customers could previously collect their online orders in Simply Food stores, items could only be returned at larger Marks & Spencer stores. The Doddle solution now enables a simpler and more convenient service for customers to collect and return their orders in one place at hundreds of Simply Food stores.
Using ‘Powered by Doddle’ technology on Marks & Spencer’s existing in-store devices means it can offer its customers hundreds of additional locations to return online purchases with minimal additional resource. The solution was initially trialled in seven locations from June 2017 and will now be available across 280 Simply Food locations, with more stores planned throughout the year.
Since implementing the new Doddle service, feedback from Marks & Spencer customers returning products at Simply Food stores has been overwhelmingly positive:
- 90 per cent of customers claimed to be “extremely satisfied” with the in-store experience
- 85 per cent of customers claimed that the ability to return online purchases at Simply Food locations would encourage them to order more frequently
- 97 per cent of customers claimed that they would use the service again
Richard Pugh, Head of M&S.com Logistics & Returns said; “We’ve responded to increasing demand from our customers for more choice and convenience when it comes to collecting and returning their online orders. Providing customers with a consistent customer experience, regardless of which Marks & Spencer store they’re in, is key to making every moment special.
“Doddle delivered a solution that put our customers at the heart, while providing our carrier partners with more visibility to work efficiently and supported store colleagues to deliver brilliant customer service. We are now better equipped to provide customers with quick and easy returns and refunds.”
Gary O’Connor, Doddle Chief Technology Officer said; “Marks & Spencer was looking to find a way to efficiently handle returns in its Simply Food network. With Powered by Doddle we were able to provide a simple, intuitive in-store workflow that was easy for staff to adopt while minimising the impact on retail operations. Doddle and Marks & Spencer worked collaboratively to quickly launch the solution – enabling a rapid rollout across the M&S Simply Food estate”.
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