M&S gave us the challenge of raising the quality of service at M&S cafés through an elearning intervention. The project, driven by the business, had five objectives:
- Improvement in mystery dining scores
- Growth in sales in cafés
- Reduction in volume of customer complaints
- Deliver to 8,000 people as fast as possible
- Control costs and deliver a significant return on investment.
What’s more, elearning was new to M&S retail, so it needed to be a great first experience for an audience more used to face-to-face training.