Our customers’ world is changing fast. They are living through a period of great political, social and technological change.

Three pillars of Plan A 2025

Introducing Plan A 2025

Introducing Plan A 2025

HELPING TO MAKE M&S SPECIAL AGAIN

In November 2017, we launched a new plan to accelerate the transformation of our business with the aim of making M&S special again through sustainable, profitable growth that delivers value for customers, colleagues, shareholders, communities and planet alike.

Step One

Restoring the basics

Over the next 12-18 months we want to build on the legacy of over 10 years of Plan A progress.

We want our customers to choose M&S products and services because they’re informed about the healthier and more sustainable options we offer.

We need our colleagues to be fully involved in developing and promoting the business.

And we need to find ways for our operations and supply chains to become even more efficient.

Customers

Bringing Plan A product attributes to life

Showcasing the M&S difference of how we source our products.

A bigger role for Plan A in communication

Both in how we market our brands and drive innovation to meet the needs of our customers.

Building trust

Reducing risks through robust governance, systems, compliance and partnerships.

Colleagues

Using Plan A for even greater engagement

To build our relationships with the communities around us and contribute to the development of an inclusive business able to attract the best talent.

Efficiency

Driving down costs by cutting waste

Through focusing on energy and food waste.

Reducing risks and increasing productivity

By working with suppliers to address the challenges of plastic waste, packaging and climate change.

Step Two

Shaping the future

These are actions which we’re already piloting and testing today, ready to roll out in 2-3 years’ time.

Together, they will represent the next step to a more digital, technology-enabled business that reflects and values customers’ lifestyles.

This will be a phase where we take newly founded innovations, efficiencies and loyalties to create a business for the future.

Customers

Plan A attracts new customers

By providing evidence of a contemporary and ethical brand, appealing to a wide range of new and existing customers.

Transparency

Demonstration of our ethical and environmental standards in action, visible to all.

Colleagues

An engaged, skilled and inclusive workforce

Scaling-up our activities on transforming communities and meeting new benchmarks or equality in the workplace.

Efficiency

Leaner supply chains and franchises

Supplier Sustainability Scorecards being extended to all supply chains and efficiency benchmarks to key franchises.

Sustainably designed products

Designed to give the best customer experience and with the least social and environmental impact.

Step Three

Making M&S special

By 2022, our Plan A 2025 commitments will be a platform of excellence, providing an M&S difference to all our products and services.

This will inspire the development of new products and services.

As well as addressing today’s risks, we want to evolve an approach which automatically responds to any new emerging social and environmental challenges.

Customers

Plan A allows us to move into new markets

New products and services meeting the social and environmental needs of our customers.

Engagement

Engaged customers, clear about the steps they can take to make a positive difference.

Colleagues

An employer of choice

Regarded for our values, skills and innovation.

Efficiency

Zero waste, carbon neutral supply chains

Suppliers and business partners adopt M&S’s zero waste, carbon neutral culture.

Sustainable products

Products that exceed customers’ expectations while also creating a fairer and sustainable world.

Helping Make M&S Special Again

In November 2017, we launched a new plan to accelerate the transformation of our business with the aim of making M&S special again through sustainable, profitable growth that delivers value for customers, colleagues, shareholders, communities and planet alike.

Performance Summary

Healthy food products
  • Improved indulgent food Behind planprogress bar
  • Calorie-cap single portion food On planprogress bar
  • 50% healthier food On planprogress bar
  • Vegetarian options On planprogress bar
  • Destination of choice (Food) Behind planprogress bar
Clothing & Home products
  • Clothing health attributes On planprogress bar
How we sell
  • Rewarding cutomers (health) On planprogress bar
  • Franchise confectionary tillpoints Not startedprogress bar
  • Wellbeing advice to customers On planprogress bar
  • £25m for health causes On planprogress bar
Colleague Wellbeing
  • Colleague wellbeing framework Behind planprogress bar
  • Colleague health assessment Not startedprogress bar
  • Wellbeing in employability Not startedprogress bar
  • Mental health training Not startedprogress bar
  • Health and safety data On planprogress bar
Supply chain wellbeing
  • Franchise/supplier wellbeing Not startedprogress bar
CONNECTING WITH COMMUNITIES
  • UK community space On planprogress bar
  • Volunteering On planprogress bar
  • Education partnership On planprogress bar
  • All food eaten by people Not startedprogress bar
  • Supporting local fundraising On planprogress bar
  • Helping transform communities On planprogress bar
  • Town centre regeneration On planprogress bar
  • Community entrepreneur award Not startedprogress bar
  • Food artisan strategy Not startedprogress bar
  • Community donations On planprogress bar
  • Social dividend Not startedprogress bar
  • M&S Energy On planprogress bar
SKILLS AND EMPLOYMENT
  • Skills gap research On planprogress bar
  • Next generation technologies Not startedprogress bar
  • International Marks & Start Achievedprogress bar
  • Marks & Start On planprogress bar
Inclusive business
  • Retail accessibility benchmark On planprogress bar
  • Inclusion Strategy On planprogress bar
  • Inclusive Design Standards Not startedprogress bar
  • Diversity On planprogress bar
  • Senior management diversity On planprogress bar
  • Gender equality programme Behind planprogress bar
  • Colleague social mobility Behind planprogress bar
  • Colleague gender pay gap Not startedprogress bar
  • Colleague diversity pay gap On planprogress bar
  • Supplier gender diversity Not startedprogress bar
Human rIGHTS
  • Oxfam human rights programme On planprogress bar
  • Raising human rights concerns Behind planprogress bar
  • Anti-slavery On planprogress bar
  • Supplier work representation Not startedprogress bar
  • Franchise Reward Forums Achievedprogress bar
  • In-work poverty Behind planprogress bar
  • Supplier worker payments Not startedprogress bar
  • Living wage Not startedprogress bar
  • Global Community Programme On planprogress bar
  • Supplier feedback Not startedprogress bar
  • Supplier ethical audits On planprogress bar
Inspiring our customers
  • Product Plan A attributes On planprogress bar
  • Supply chain transparency On planprogress bar
  • Sustinable design toolkit Not startedprogress bar
  • Labelled sustainable products On planprogress bar
  • Reward customers (sustainability) Not startedprogress bar
  • Recyclable packaging Not startedprogress bar
  • Clothing reuse and recycling On planprogress bar
  • Clothing & Home recycled
    materials Not startedprogress bar
  • Clothing & Home repair services Not startedprogress bar
  • Clothing & Home circular economy standards Not startedprogress bar
  • Food waste (digital campaign) On planprogress bar
  • Food waste (household top 10) On planprogress bar
M&S greenhouse gas emissions
  • Science-based target emissions On planprogress bar
  • Carbon neutral operations On planprogress bar
Energy consumption and sourcing
  • UK and ROI energy efficiency Behind planprogress bar
  • International energy efficiency On planprogress bar
  • Renewable energy On planprogress bar
  • Biomethane Behind planprogress bar
  • Renewable peak-energy management Not startedprogress bar
  • Clothing & Home fuel efficiency Behind planprogress bar
  • Food fuel efficiency On planprogress bar
Refrigeration
  • Store refrigeration (emissions) On planprogress bar
  • Store refrigeration (HFCs) Behind planprogress bar
Store climate adaptation
  • Store climate adaptation Behind planprogress bar
Supply chain GHG emissions
  • Science-based target footprint On planprogress bar
  • Clothing & Home air freight Not startedprogress bar
  • Sustainable animal protein On planprogress bar
  • Food supplier climate plans Not startedprogress bar
Zero waste in M&S operations
  • Zero landfill On planprogress bar
  • Food waste (reduction) Behind planprogress bar
  • Food waste (halve) Not startedprogress bar
  • Reused shop fit-out Not startedprogress bar
  • Construction waste Not startedprogress bar
Supply chain raw materials
  • Sustainable cotton On planprogress bar
  • Zero deforestation On planprogress bar
  • M&S Farming for the Future On planprogress bar
  • Soil health On planprogress bar
  • Forever Fish On planprogress bar
  • Responsibly sourced raw materials On planprogress bar
  • Supplier water stewardship Not startedprogress bar
  • Clothing & Home animal welfare Not startedprogress bar
  • Construction and shop fit Plan A attributes Not startedprogress bar
Suppliers
  • Sustainable Food factories On planprogress bar
  • Sustainable Clothing & Home factories Not startedprogress bar
  • Sustainable Clothing & Home processing Not startedprogress bar
  • Clothing & Home supplier water efficiency On planprogress bar
  • Sustainable Property suppliers Not startedprogress bar
Healthy food products
  • Improved indulgent food** Behind planprogress bar
  • Calorie-cap single portion food** On planprogress bar
  • 50% healthier food** On planprogress bar
  • Vegetarian options On planprogress bar
  • Destination of choice (Food) Behind planprogress bar
Clothing & Home products
  • Clothing health attributes On planprogress bar
How we sell
  • Rewarding cutomers (health)** On planprogress bar
  • Franchise confectionary tillpoints Not startedprogress bar
  • Wellbeing advice to customers On planprogress bar
  • £25m for health causes** On planprogress bar
Colleague Wellbeing
  • Colleague wellbeing framework Behind planprogress bar
  • Colleague health assessment** Not startedprogress bar
  • Wellbeing in employability Not startedprogress bar
  • Mental health training Not startedprogress bar
  • Health and safety data** On planprogress bar
Supply chain wellbeing
  • Franchise/supplier wellbeing Not startedprogress bar

Progress key

progress stages
  • 1    Not started
  • 2    Not achieved
  • 3    Behind plan
  • 4    On plan
  • 5    Achieved
CONNECTING WITH COMMUNITIES
  • UK community space** On planprogress bar
  • Volunteering** On planprogress bar
  • Education partnership On planprogress bar
  • All food eaten by people** Not startedprogress bar
  • Supporting local fundraising On planprogress bar
  • Helping transform communities** On planprogress bar
  • Town centre regeneration On planprogress bar
  • Community entrepreneur award Not startedprogress bar
  • Food artisan strategy Not startedprogress bar
  • Community donations** On planprogress bar
  • Social dividend Not startedprogress bar
  • M&S Energy On planprogress bar
SKILLS AND EMPLOYMENT
  • Skills gap research On planprogress bar
  • Next generation technologies** Not startedprogress bar
  • International Marks & Start Achievedprogress bar
  • Marks & Start On planprogress bar
Inclusive business
  • Retail accessibility benchmark On planprogress bar
  • Inclusion Strategy On planprogress bar
  • Inclusive Design Standards Not startedprogress bar
  • Diversity On planprogress bar
  • Senior management diversity On planprogress bar
  • Gender equality programme Behind planprogress bar
  • Colleague social mobility Behind planprogress bar
  • Colleague gender pay gap** Not startedprogress bar
  • Colleague diversity pay gap On planprogress bar
  • Supplier gender diversity Not startedprogress bar
Human Rights
  • Oxfam human rights programme** On planprogress bar
  • Raising human rights concerns Behind planprogress bar
  • Anti-slavery** On planprogress bar
  • Supplier work representation Not startedprogress bar
  • Franchise Reward Forums Achivedprogress bar
  • In-work poverty Behind planprogress bar
  • Supplier worker payments Not startedprogress bar
  • Living wage Not startedprogress bar
  • Global Community Programme** On planprogress bar
  • Supplier feedback Not startedprogress bar
  • Supplier ethical audits On planprogress bar

Progress key

progress stages
  • 1    Not started
  • 2    Not achieved
  • 3    Behind plan
  • 4    On plan
  • 5    Achieved
Inspiring our customers
  • Product Plan A attributes** On planprogress bar
  • Supply chain transparency** On planprogress bar
  • Sustinable design toolkit Not startedprogress bar
  • Labelled sustainable products On planprogress bar
  • Reward customers (sustainability) Not startedprogress bar
  • Recyclable packaging** Not startedprogress bar
  • Clothing reuse and recycling** On planprogress bar
  • Clothing & Home recycled
    materials Not startedprogress bar
  • Clothing & Home repair services Not startedprogress bar
  • Clothing & Home circular economy standards Not startedprogress bar
  • Food waste (digital campaign) On planprogress bar
  • Food waste (household top 10) On planprogress bar
M&S greenhouse gas emissions
  • Science-based target emissions** On planprogress bar
  • Carbon neutral operations** On planprogress bar
Energy consumption and sourcing
  • UK and ROI energy efficiency** Behind planprogress bar
  • International energy efficiency** On planprogress bar
  • Renewable energy** On planprogress bar
  • Biomethane** Behind planprogress bar
  • Renewable peak-energy management Not startedprogress bar
  • Clothing & Home fuel efficiency** Behind planprogress bar
  • Food fuel efficiency** On planprogress bar
Refrigeration
  • Store refrigeration (emissions)** On planprogress bar
  • Store refrigeration (HFCs)** Behind Planprogress bar
Store climate adaptation
  • Store climate adaptation Behind Planprogress bar
Supply chain GHG emissions
  • Science-based target footprint** On planprogress bar
  • Clothing & Home air freight Not startedprogress bar
  • Sustainable animal protein On planprogress bar
  • Food supplier climate plans Not startedprogress bar
Zero waste in M&S operations
  • Zero landfill** On planprogress bar
  • Food waste (reduction)** Behind Planprogress bar
  • Food waste (halve)** Not startedprogress bar
  • Reused shop fit-out Not startedprogress bar
  • Construction waste Not startedprogress bar
Supply chain raw materials
  • Sustainable cotton** On planprogress bar
  • Zero deforestation** On planprogress bar
  • M&S Farming for the Future** On planprogress bar
  • Soil health On planprogress bar
  • Forever Fish** On planprogress bar
  • Responsibly sourced raw materials** Not startedprogress bar
  • Supplier water stewardship Not startedprogress bar
  • Clothing & Home animal welfare Not startedprogress bar
  • Construction and shop fit Plan A attributes Not startedspan>progress bar
Suppliers
  • Sustainable Food factories** On planprogress bar
  • Sustainable Clothing & Home factories Not startedprogress bar
  • Sustainable Clothing & Home processing Not startedprogress bar
  • Clothing & Home supplier water efficiency** On planprogress bar
  • Sustainable Property suppliers Not startedprogress bar

Progress key

progress stages
  • 1    Not started
  • 2    Not achieved
  • 3    Behind plan
  • 4    On plan
  • 5    Achieved