In 2000, the year in which Luc Vandevelde succeeded Sir Richard Greenbury at the helm, M&S suffered the worst retention rate of any of the big British retailers.
Today it is second only to Asda, ahead of Waitrose, its premium rival, J Sainsbury, Aldi, Tesco, Morrisons and Aldi. The Co-operative Group, the fifth-largest grocer since its acquisition of Somerfield, has been excluded because it has not yet converted all of the Somerfield stores.
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