Brand sentiment analysis
What does the world think of Marks & Spencer?
The sentiment score is available in the full report.
Mixed
Score in full report
Marks & Spencer enjoys strong brand reputation on quality and customer satisfaction according to YouGov tracking, significantly outperforming high street averages on clothing quality and trust. However, this positive standing is sharply offset by intense activism on Bluesky over advertising spend on GB News, with over 14,000 signatures on petitions challenging the brand's stated LGBTQ+ values, alongside longstanding complaints about customer service, delivery delays and refund handling on platforms like Trustpilot (1.8/5 rating).
Quality leadership and customer trust
YouGov data shows M&S Clothing dramatically outperforming the high street average on quality (54.9 vs 11.9), impression (50.5 vs 10.6) and satisfaction (51.8 vs 9.7), with shoppers citing product quality and trust as key purchase drivers and the retailer near the top of UK reputation surveys.
Detected concerns (locked)
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<a href="https://pollyx.org/en/sentiment/marks-%26-spencer" target="_blank" rel="noopener"> <img src="https://pollyx.org/api/badge/marks-%26-spencer" alt="Marks & Spencer brand sentiment score by PollyX" height="28"> </a>