Marks & Spencer (M&S) has revealed plans to introduce self-service checkouts in the changing rooms of its 180 clothing stores, with the goal of enhancing the shopping experience and reducing the need for customers to queue twice. The retailer’s current target is to complete this upgrade across more than 100 stores by early 2028, as part of a wider revamp across its clothing outlets.
The initial phase will see the installation of a single self-service checkout in each fitting room area. However, M&S has indicated that the number of units may be expanded in response to customer demand, in line with its aim to enhance convenience and efficiency within physical retail spaces. According to The Telegraph, this initiative forms part of M&S’s ongoing strategy to modernise its stores in response to evolving customer expectations around streamlined service and enhanced autonomy.
Sacha Berendji, Operations Director at M&S, highlighted the intent behind the project, stating, “We’d like customers to be able to walk straight into the fitting room with no queue, try on what they’ve chosen, then pay there and just walk out.” Berendji’s remarks align with M&S’s broader goal to simplify in-store operations and improve the overall customer experience.
The self-checkout installation is part of M&S’s extensive refurbishment plan, which covers its larger stores that combine clothing, home, and food sections, along with standalone food halls. Over the past 18 months, the retailer has invested tens of millions in store upgrades, including the opening of 31 new locations and the refurbishment of 45 existing stores, particularly in London and the South West. M&S recently announced a further £32 million investment to improve stores in the Midlands.
As part of these changes, M&S is also equipping its food halls with larger self-service conveyor belt checkouts. These new installations resemble conventional staff-operated conveyor belt checkouts but include self-scanning technology, allowing customers with larger grocery shops requiring trolleys to scan and bag their items independently.
