John Lewis Closing Services While Staff Report Overwork—Just as Satisfaction Scores Rise

John Lewis plans to shut bureau de change and gift-wrapping desks across 30 of its 36 stores, cutting roughly 200 jobs by autumn 2026. The Partnership cites improved customer satisfaction and loyalty scores. Yet staff told The Guardian that shop floor workers are already overworked and understaffed. Management argues floor assistants already handle most queries these services fielded—a claim undermined if those same assistants lack capacity. The tension suggests satisfaction metrics may not capture the staffing strain shaping the retail experience they measure.