M&S Crowned UK's Most Trusted Retailer for 2025: A Testament to Resilience and Value

In a significant endorsement of its brand strength and customer relationship management, Marks & Spencer (M&S) has been named the United Kingdom's most trusted retailer for 2025. This ranking, delivered by analytics firm GlobalData, underscores the high street giant's ability to maintain consumer confidence through consistent quality, clear value, and resilient crisis response, even in the face of operational challenges.

The Pillars of Consumer Trust

The GlobalData survey, which polled 2,000 UK consumers, identified the core drivers behind this trust. An overwhelming 84% of respondents cited consistent quality as a leading factor, while 81% pointed to clear value for money. These elements combine to create a perception of reliability and fairness, encouraging customer loyalty and repeat business. The report emphasizes that trust is solidified when retailers deliver positive, seamless experiences across both physical stores and digital channels, supported by dependable customer service.

Crisis as an Unlikely Catalyst for Confidence

Perhaps the most striking insight from the report is how M&S handled a devastating summer cyberattack. Far from damaging its reputation, the company's response appears to have strengthened it. According to GlobalData's analysis, the widespread outage had an unintended consequence: it proved to shoppers that M&S offers products that are "genuinely hard to replace." The difficulty consumers faced in finding comparable alternatives elsewhere reinforced the retailer's unique market position.

M&S capitalized on this situation by swiftly restoring service and offering customers discounts in the aftermath. This proactive approach to crisis management further bolstered its reputation for reliability and reinforced its value proposition. The episode serves as a powerful case study in turning a potential reputational disaster into a demonstration of corporate resilience and customer commitment.

The Competitive Landscape and Future Challenges

The trust ranking reveals a strong showing for British heritage brands. John Lewis & Partners secured second place, with Tesco and Sainsbury's completing the top four. Amazon was the only non-UK brand to break into the top five. Their inclusion suggests that familiar brands with a long-standing presence in the UK benefit from a perceived sense of accountability to domestic shoppers.

However, M&S's lead is not considered unassailable. GlobalData retail analyst Aliyah Siddika noted that John Lewis & Partners, with its revived "Never Knowingly Undersold" promise and strong omnichannel proposition, possesses the infrastructure to potentially overtake M&S in future rankings. John Lewis's second-place ranking, achieved despite a smaller physical store footprint than some competitors, indicates the potent strength of its brand message and customer loyalty.

Strategic Imperatives for Sustaining Trust

To maintain its position at the pinnacle of UK retail trust, the report outlines clear strategic priorities for Marks & Spencer. Continued investment in cyber resilience is paramount to prevent future disruptions and protect customer data. Equally important is the unwavering commitment to communicating and delivering on its core promises of quality and value. The retailer must ensure its unique, quality-focused own-brand products remain a central part of its appeal to retain shopper loyalty in a competitive market.

The accolade of being the UK's most trusted retailer is a significant competitive advantage for M&S. It reflects a successful alignment of product quality, pricing strategy, and customer experience management. As the retail landscape continues to evolve with digital transformation and shifting consumer expectations, this hard-earned trust will be a critical asset. The challenge for 2026 and beyond will be to protect this lead by continuously reinforcing the reliable, fair, and high-value proposition that UK consumers have come to depend on.