Workplace Guide: Living up to expectations

M&S Opticians on its optical format in retail, maintaining brand values and online presence

Mike Hale: What progress has been made on the rollout of M&S Opticians?

Rob Coleman: In November 2021, we announced the rollout of M&S Opticians into 55 stores across our UK estate. The service is currently available in over 35 stores and we’re on track to complete the rollout by Summer 2023.

MH: How does the optical format work in a retail setting? What sets it apart from high street optometry?

RC: We’re committed to offering our customers a seamless shopping experience, however and whenever they choose to shop. That’s what our opticians strategy is all about. Through our trial in 2021, we found that our customers loved the convenience of being able to have an eye test whilst doing their weekly shop or visiting one of our cafés for a coffee.

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