M&S trials contactless and drive-thru click & collect

M&S is accelerating growth in its online capabilities with a trial of contactless and drive-thru click and collect services at selected stores.

The retailer has launched in-store contactless collection at its Hempstead Valley, Camberley and Longbridge stores and a drive-thru collection service at its shop in Camberley.

M&S said the new services will not only help people shop with confidence during the Covid-9 crisis, but also offer a more convenient and seamless customer journey.

M&S is working with Doddle on the trial which it said will be rigorously measured both with data and by gathering  customer feedback.

Neil Phillips, head of digital operations at M&S, said: “Great digital technology in our stores is really important for offering our customers a great experience and for connecting the online and in-store journey. These trials with Doddle offer market leading solutions for click & collect, a proposition which will only grow over the coming years as the trend towards online shopping continues to accelerate. We’ll be listening carefully to our customers’ feedback.”

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M&S first launched a click & collect service in 2009 and now has nearly 8,000 collection points. Prior to the outbreak of Covid-19 in March, 70% of online M&S orders were collected in its clothing and food stores. This fell to a low of 15% when the retailer’s clothing space was closed but has been gradually rising  in recent weeks and is now at around 50%.