M&S resorts to pen and paper to honour Sparks loyalty rewards in crippling cyberattack
M&S customers have been unable to claim rewards when scanning the Sparks app at checkouts
www.thegrocer.co.ukHere’s what I can share about M&S Sparks right now.
Answer
- The Sparks loyalty programme has undergone several changes over the years, including a relaunch in 2020 aimed at a more digital-first, data-driven approach, with instant rewards and a simplified structure. This relaunch was part of M&S’s broader push to modernize the loyalty experience and tie it more closely to online and in-store shopping.[1][2]
Context and recent status
- Sparks has seen updates and trials in the past few years, including experiments with Sparks Prices and broader reviews of the loyalty offer. In early 2024, M&S paused or ended trials around Sparks Prices as part of a wider loyalty review, signaling ongoing evaluation of how the programme should work.[3]
- Following cyber incidents and other disruptions, there have been periods where Sparks rewards and online access faced operational challenges, and updates have emphasized restoring service and clarifying member benefits during recovery. This has included communications about how rewards are earned and redeemed amid outages or system tweaks.[6][10]
What this means for you
- If you’re a Sparks member, expect occasional tweaks as M&S experiments with how best to deliver value—such as instant rewards, member benefits tied to online activity, and communications around active campaigns. When changes occur, M&S typically communicates them via its Sparks hub and customer communications.[5][1]
- If you want the very latest, I recommend checking the official M&S Sparks loyalty page or recent press statements from M&S directly, as loyalty programmes can evolve quickly and regional differences may apply.[5]
Illustration
- Example: A relaunch model could include weekly guaranteed rewards, large-scale online/offline giveaways, and tailored in-store/offline perks, all integrated through a single digital platform to unify shopping experiences across app, website, and stores. This captures the 2020 relaunch intent described by M&S as part of its digital-first loyalty strategy.[1]
Citations
- Sparks relaunch and features described in M&S press materials and industry coverage.[2][1]
- Sparks prices trials and loyalty review context reported by industry outlets.[3]
- Operational updates and loyalty communications amid outages and platform changes.[10][6]