Case Study: Improving Store Performance at M&S

Quorso helps me quickly focus on priorities in a simple way, drives actions more easily and reduces management time. A very strong tool. Store Manager, Norwich

The client

Marks & Spencer is a major, multinational British retailer, headquartered in London. It has 1,463 locations worldwide and specialises in home products, food products and high quality clothing.

The challenge

Marks & Spencer wanted to improve revenue by reducing in-store execution issues. They believed display and floor availability challenges were causing them to miss out on sales.

M&S has a strong tradition of 'probing' performance issues weekly at each store, and wanted an out-the-box tech solution to (a) support and streamline this key process and (b) implement the required fixes effortlessly across its 1,400 stores.

The solution

In three weeks, Quorso's Data Team built an automated pipeline to ingest POS data from 1,400 stores, for 480,000 product lines, across 1,500 sub-categories (e.g. Linen). Quorso's intelligent analytics layer now continuously benchmarks sales of each product line against a control group of similar stores, (with the same shelf-space, range and demographics). In short, Quorso technology identifies areas where, controlling for all other factors, sales of a specific product are lower than expected.

Store GMs and Section Heads saw right away that Quorso freed up 5-6 hours of their time each week. They now understand the revenue impact of an untidy rack of jeans, of not replenishing strawberries quickly enough, or not sticking to the planogram. They record in three minutes in the Quorso app each action they take to drive sales, measure the extra revenue from those actions, and learn what is working for colleagues across the other country.

The impact

Each participating M&S store takes 15 actions in Quorso each week, resulting in 1.9% extra revenue – equivalent to approx. £190 million of additional sales across the company. 96% of Quorso suggestions are able to be acted on immediately, the majority in the store itself, with 4% requiring escalation to central teams, e.g., supply chain.


If you want to learn more about how Quorso gives you the ability to rapidly diagnose and fix performance issues on the ground, get in touch to book a demo today.

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