What: M&S announces plans to install self-checkout systems in changing rooms across 180 clothing stores by 2028, aiming to streamline the shopping experience while maintaining staff presence for security and customer service.

Why it is important: This strategic move reflects the retail industry's ongoing challenge of modernizing store operations while maintaining security measures, particularly as middle-class shoplifting concerns increase with self-service technology.

Marks & Spencer has unveiled plans to implement self-checkout systems in changing rooms across its 180 clothing stores, with over 100 locations scheduled for completion by early 2028. This initiative aims to eliminate the inconvenience of double queuing for customers while maintaining security through dedicated staff "hosting" the changing room areas. Operations director Sacha Berendji emphasized that the technology would provide customers with the choice to either walk straight into fitting rooms without queuing and pay there, or opt for traditional service methods. The rollout has already begun, with 28 recently refurbished sites, including the Fosse Park flagship in Leicester, already featuring the new system. This development comes despite previous concerns raised by M&S chairman Archie Norman about increased middle-class shoplifting associated with self-checkout technology. The initiative is part of a broader store revamp strategy encompassing home, food, and clothing ranges, as well as individual food halls.

IADS Notes: M&S's plan to add self-checkouts to changing rooms across 180 clothing stores by 2028 aligns with their broader store modernization strategy, but comes amid mixed industry experiences with such technology. While the retailer is pursuing digital transformation, as evidenced by their March 2024 "superapp" development , the self-checkout initiative must navigate challenges highlighted by industry data from December 2023, which revealed customer frustrations and increased staff responsibilities with such systems . Target's March 2024 decision to limit self-checkout to 10 items demonstrates the industry's growing recognition of the need to balance efficiency with customer service. However, M&S's approach appears more targeted, as shown by their successful store modernization efforts, including the August 2024 launch of their innovative clothing-only concept at Battersea Power Station , suggesting a more strategic implementation of self-service technology within their overall retail experience enhancement.

Marks & Spencers adds self checkouts to changing rooms