With work progressing on the expansion of its online fashion sales, M&S has extended its Click & Collect service window to make it more convenient for customers. Orders placed up until 11 pm can now be ready for collection next day, enabling the retailer to lure more peak evening shoppers. The extended service was trialled earlier this year with selected late evening customers.
M&S has found that its customers tend to want to pick up their orders at either lunchtime or at around 5 pm, fitting in around working hours. 30 per cent are currently collected next day, with 70 per cent of all Click & Collect orders picked up from its own stores.
Head of M&S.com Simon Wood said: “M&S is changing and we’ve got an ambitious target to have one third of our clothing sales online by 2020, to do this we must improve how we serve our increasingly busy customers. Our free Click & Collect service is already incredibly popular and in the past 12 months we’ve made it even more convenient by adding pick-up points at our railway station stores and other smaller store locations.”
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