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:
|Section||Average score||Best score|
|Overall||91.9%||95.0% Cumberland Farms|
|Coffee||92.2%||96.0% Cumberland Farms|
|Dairy cooler||92.7%||96.9% Kwik Trip|
|Employees||97.1%||100% Pump N Pantry, QuikTrip & Sheetz|
|Exterior cleanliness||92.7%||97.2% Rutter's Farm Stores|
|Food combo deals||72.1%||99.5% Kwik Trip|
|Fountain drinks||93.0%||98.0% Nice N Easy Grocery|
|General interior||90.9%||97.0% Rutter's Farm Stores|
|Pump islands||88.1%||95.5% Rutter's Farm Stores|
|Restrooms||91.5%||100% Pump N Pantry|
|Sandwich cooler||94.3%||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.