Mystery Shop

Report cards from CSP's annual customer service survey

About the CSP/Service Intelligence Mystery Shop

Once a year, CSP partners with Service Intelligence to conduct a mystery shop of convenience-store chains across the country. During an eight-week period this spring, shoppers filled out questionnaires pertaining to interior and exterior cleanliness, customer service, employee appearance and merchandising, with some categories carrying more weight than others.

This year, the Cumberland Farms convenience-store chain walked away with top honors. Here's a look at the average scores in each category and which chain earned the best score:

SectionAverage scoreBest score
Overall91.9%95.0%  Cumberland Farms
Coffee92.2%96.0%  Cumberland Farms
Dairy cooler92.7%96.9%  Kwik Trip
Employees97.1%100%  Pump N Pantry, QuikTrip & Sheetz
Exterior cleanliness92.7%97.2%  Rutter's Farm Stores
Food combo deals72.1%99.5%  Kwik Trip
Fountain drinks93.0%98.0%  Nice N Easy Grocery
General interior90.9%97.0%  Rutter's Farm Stores
Pump islands88.1%95.5%  Rutter's Farm Stores
Restrooms91.5%100%  Pump N Pantry
Sandwich cooler94.3%96.7%  Speedway

Here, CSPnet offers a report card with highlights from each of the chains shopped in 2014. And click here for the complete mystery-shop report published in the August 2014 issue of CSP Magazine.