Marks & Spencer chief Marc Bolland has announced plans to revamp the retailer’s stores in light of a survey of 30 customers which found that only eight were able to locate five advertised items in a given hour.
Explaining the shake-up Bolland said: “Customers told us our stores were not always easy to shop in and navigation is not too clear when you walk in, particularly in general merchandise.” To alleviate this confusion Neil Hyslop has been appointed as director of space, introducing clearer signage and tearing up past practice of stocking stores on the basis of size and instead grouping outlets in relation to local demographics and competition. Bolland believes that such measures could help the retailer bring in an extra £1.5bn in British sales within three years.
