Marks & Spencer

Appointedd helped Marks & Spencer create seamless, bookable shopping experiences — driving over £500,000 in in-store revenue from personal shopping services and a 62% increase in bra fitting appointments.

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Key results

£500,000+

Increase in in-store revenue in under two months

30%

Increase across all virtual appointments in one month

62%

Increase in bra fitting appointments in just three months

Overview

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Marks & Spencer has long been known for its trusted customer relationships and commitment to quality. But as shopping habits evolve, M&S recognised the need to create a more connected, omnichannel experience that reflects how modern consumers want to shop.

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M&S has partnered with Appointedd to power everything from personal shopping to virtual appointments — helping customers engage with expert services in-store and online, while delivering measurable commercial results.

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The Challenge

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M&S knew that simply offering great products wasn’t enough. To stand out, they needed to:

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Seamlessly link their physical stores with their online channels
Offer bookable services for considered purchases like suits and bras
Drive conversion and loyalty through more personalised experiences
Access real-time data and insights to optimise operations and staffing
Work with a flexible partner who could move quickly and support a test-and-learn approach

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Having trialled other booking platforms, M&S turned to Appointedd for a more agile, customer-focused solution.

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The Solution

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Appointedd provided a fully branded, flexible booking platform that integrated with M&S’s existing infrastructure and enhanced its customer journeys.

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Shoppers browsing online for items like suits or bras were prompted to book an appointment — whether that was in-store, via video call (powered by Appointedd’s partner Go Instore), or through an online consultation.

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The platform also powered M&S’s Fit & Style personal shopping service, as well as virtual appointments and tailored in-store experiences. Appointedd’s flexibility enables M&S to easily promote seasonal events, test new services, and quickly adapt based on customer demand.

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Behind the scenes, our dedicated client services team works closely with M&S, providing industry insights, campaign ideas, and strategic support — ensuring the partnership continues to deliver.

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Why Appointedd

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M&S chose to work with Appointedd for its:

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Fully customisable, omnichannel booking flows
Ability to deliver fast, reliable implementation
Real-time data and reporting tools that support operational decisions
Proven impact on conversion, transaction value, and customer loyalty
Dedicated, responsive strategic support from experienced retail specialists

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Even with access to an in-house booking system, M&S chooses to work with Appointedd for its flexibility, expertise, and results-driven approach.

“Being able to adapt to whatever we need just makes for an enjoyable experience all around. That’s why we are looking to continue to work with Appointedd, and why we continue even though we’ve got an in-house booking platform. I think the fact we have the other option and we continue to work with Appointedd just goes to show how much we value the work they do.”