By Petya Plachkova

MARKS & SPENCER has been shortlisted as a finalist in the 2018 UK Customer Satisfaction Awards, announced The Institute of Customer Service.

The prestigious awards celebrate the delivery of customer service experience across a broad spectrum of industries. M&S’s International programme has been noticed because of its new customer service strategy, and have been listed amongst the finalists.

John Heatherington, International Operations Manager at M&S, commented: “Our customer experience programme has gone through significant changes since 2016. We’ve invested into improving and enhancing the way we connect with and listen to our customers, building a model which provides not only brand consistency, but also captures the nuances of each culture we operate in. This approach is yielding fantastic results and helping us improve our customer satisfaction levels.”

Simon Fraser, Senior Director CX Strategy at InMoment, added: “M&S is dedicated to making every moment special for its customers, and we have been delighted to help them on this evolving journey. We are certain their hard work and dedication to honouring customer feedback, whilst utilising the latest developments in CX technology, will further cement their position as market leaders in the retail industry.”

The category M&S is finalist in is the Customer Feedback Strategy of the national Awards.  The official ceremony with the announcement of all finalists will be on 6 March 2018 at the London Hilton Park Lane Hotel.