Cyber attack causes delays in Marks & Spencer’s Click and Collect service, leaving customers frustrated and unable to collect orders.
Cyber Incident Hits Marks and Spencer’s Click and Collect Service
M&S has been dealing with a ‘cyber incident‘ that is affecting some of its services, including the Click and Collect service. Technical issues have caused delays for customers trying to collect their orders.
A cyber incident is a significant security event that compromises an organization's digital assets.
It can include unauthorized access, 'data breaches' , malware attacks, and denial-of-service (DoS) attacks.
According to the Identity Theft Resource Center , there were over 1,900 reported data breaches in 2020 alone.
Cyber incidents can have severe consequences, including financial losses, reputational damage, and compromised sensitive information.
Identifying and responding to cyber incidents promptly is crucial for minimizing their impact.
Impact on Store Operations
The company had to make temporary changes to store operations to protect itself and its customers. These changes were made to minimize disruption and ensure customer safety.
M&S chief executive Stuart Machin apologized to customers in a note, stating that there is no need for them to take any action at this time. The company will inform customers if the situation changes.
Resolving Delays
The firm is working to resolve some ‘limited‘ delays to Click and Collect orders. Despite these issues, M&S remains committed to providing its services to customers.
Customer Complaints
Some shoppers have complained about the problems over the weekend, describing them as a ‘total failure for customers.’ One customer was unable to use their gift card while shopping at an M&S store in Liverpool.
Customer complaints are a crucial aspect of business, providing valuable feedback to improve products and services.
According to a study, 70% of customers who experience poor service will not return to the company.
Effective complaint resolution can increase customer loyalty by up to 25%.
Companies like Amazon and Zappos have implemented robust complaint handling systems, leading to improved customer satisfaction and increased sales.
The company is working to resolve these issues and provide a better experience for its customers.
Marks & Spencer (M&S) prioritizes customer satisfaction, investing in omnichannel services and store revamps.
Their 'Never Knowingly Undersold' pledge ensures competitive pricing.
M&S also focuses on quality products, with a range of own-brand items.
The company collects customer feedback through various channels, using insights to inform business decisions.
