Marks and Spencer has a wide range of options available for its customers, selling products from numerous categories, including clothing, cosmetics, household items and luxury goods. Over recent years, the company has also developed into a high-quality food brand. Since 2010, the retailer has seen increased worldwide revenue growth year-on-year, with 2019 revenue figures reaching almost 10.4 billion British pounds. Customers in the UK are the main source of income, with a revenue of 9.44 billion British pounds in 2019. More than half of this revenue comes from the food segment, which accounted for sales of 5.9 billion British pounds in 2019. Marks and Spencer's online platform has also experienced considerable growth, showing an increase in revenue of approximately 370 million British pounds since 2011. However, the growth in the company’s online sales appears to have had an impact on the footfall in stores in recent years, with 2018/19 seeing a weekly average of 18.6 million consumers, a fall of almost one million on the year before.
In comparison to other UK brands, Marks and Spencer ranks highly when it comes to consumer perception. A 2015 survey found that 37 percent of shoppers think that the company deserves a five-star rating for customer service and 67 percent would give the same assessment for the product quality. In 2018, the company was also rated as the eighth leading brand across all industries, based on its Buzz Score Rating. That said, customer perception of Marks and Spencer as a retail brand according to its Buzz Score has been declining since 2012, suggesting that its customers are not as happy as they once were.