Marks & Spencer (M&S) is launching a new initiative aimed at attracting lunchtime customers away from competitors like Pret A Manger by expanding its grab-and-go food and drink options in its in-store cafes.
The retailer is currently trialing a revamp of its cafes to appeal to younger consumers, as its existing customer base has primarily consisted of older shoppers who typically favor a sit-down experience for tea and cake. As part of this initiative, M&S is overhauling its food offerings to ensure all items are convenient for on-the-go consumption. This trial is being conducted in a select number of locations, with the majority of its stores continuing to offer traditional menu items, including chicken tikka masala and fish and chips.
In addition to updating its menu, M&S is investing in training its kitchen staff to expedite food preparation and enhance technology to streamline the ordering process for customers.
The company reported “really encouraging” results from the newly revamped cafes, which opened recently in Dundee and Fosse Park, Leicester. This strategy aligns with M&S’s goal to strengthen its position as a leading high-street cafe and compete effectively with coffee chains like Pret A Manger.
Established in 1935 with its first cafe in Leeds, M&S has grown to become the largest retail cafe chain in the UK, operating over 300 sites. Meanwhile, Pret A Manger, which launched its first UK outlet in 1986, is facing increasing challenges. The chain’s debt has surged to £744 million since the pandemic, prompting the recent decision to discontinue its popular coffee subscription service after implementing a series of price increases.
Other coffee chains are also feeling the pressure; Starbucks has reported declining sales amid criticism over its pricing, while Gail’s bakery chain has faced backlash from local communities, including residents in Worthing, West Sussex, who claim the chain’s expansion threatens independent businesses.
M&S has previously encountered scrutiny over efforts to expedite service in its cafes. Last year, it removed traditional food counters from eight digital cafes, including those in two megastores, in an effort to allow staff to concentrate on food and drink preparation. This decision drew criticism from organizations such as Silver Voices, a group advocating for older individuals in the UK, and the National Federation of the Blind. At the time, M&S maintained that the digital cafes aimed to reduce queues and waiting times, assuring customers that assistance would always be available from staff.
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