Company Background
Founded in 1884 by Michael Marks and Thomas Spencer in Leeds, West Yorkshire, Marks & Spencer has grown to become one of the UK’s most iconic retailers. With 140 years of history and a reputation for quality, innovation, and customer care, M&S operates 1,463 locations globally (as of 2019). The company offers a wide range of premium clothing, home goods, and high-quality food products, making it a beloved household name. Headquartered in London, M&S is committed to sustainability and constantly strives to improve the customer experience.
The Challenge
M&S faced a series of complex challenges that impacted their ability to uphold their high standards of cleanliness and efficiency:
- Maintaining Consistent Hygiene Standards: As a retailer that experiences significant foot traffic daily, M&S needed to ensure consistently high levels of cleanliness, particularly in high-contact and high-traffic areas, while managing ever-changing customer and seasonal demands.
- Operational Flexibility: M&S store employees are often busy restocking and rearranging inventory during cleaning hours, GS-FM’s team needed to operate seamlessly and with flexibility. Collaboration and coordination were key to preventing disruption and ensuring the store environment was maintained efficiently.
- Sustainability Goals: M&S has long been committed to reducing its environmental footprint. They needed an eco-friendly waste management partner who could implement sustainable practices across multiple locations, helping to drive down waste and promote responsible business operations.
Results and Impact
- Enhanced Hygiene Standards: Our detailed and consistent cleaning approach led to a significant increase in cleanliness levels across all M&S locations, resulting in fewer customer complaints and an improved shopping experience.
- Operational Efficiency: By adapting our operations to align with M&S’s store activity, we minimized disruption and maximized productivity. The partnership enabled a smooth integration of cleaning services within the retailer’s busy environment.
- Sustainability Achievements: GS-FM’s waste management strategies helped M&S reduce its environmental impact, aligning with the retailer’s Plan A sustainability initiative. Waste reduction and staff training promoted a greener workplace culture across the company.
