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Marks & Spencer

M&S comes into its own on value for money, but customer service could be improved.

Product 8

Low, mid and high heels are all represented at the first display point in this store. An on-trend suede ankle boot has a hidden platform, giving an illusion of a higher heel, and has the patented Insolia soles for comfort. Brogues, leopard-print ankle boots, kitten heels and snakeskin courts tip the fashion end. M&S is also set apart by offering half sizes. Men’s focuses on function rather than fashion.

Experience 6

In women’s, the bronze fixtures on the display units are eye-catching and merchandised well, displaying a variety of styles. There was nobody actively asking if customers needed help but two store staff were cleaning fixtures and restocking hanging styles, so were visible on the floor. An increased attempt at customer service would go a long way as there is a lot of product and some customers may find it overwhelming. Men’s has a dedicated store member as pairs are not on display, so added service is required.

Value 9

In the quality-versus-value equation M&S comes into its own, offering some of the best quality for the prices seen by Drapers. Entry-level synthetic styles are around £25, with the top level of M&S sub-brand Autograph offering a flat leather brogue at £55, and a suede kitten heel with slanted upper at £45. A synthetic ankle boot and synthetic-heeled brogue are both priced at £35, a price that challenges some of the young fashion stores such as New Look and Topshop. A men’s patent leather dress shoe is good value at £55.

Score 23

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