CSP/Service Intelligence Mystery Shop

Mystery Shop: 
2014

Thorntons

Headquarters: 
Louisville, Ky.
No. of Stores: 
172
Number of mystery-shop audits conducted: 
86
Report Highlights
SectionScoreStudy Average
Restroom properly stocked100%98.2%
All flavors on fountain-drink machine operational94.8%94.5%
Pomotion material for food combo deals93.8%93.8%
Working thermometer to test coffee temperature89.5%84.7%

Thorntons is part of CSP's Convenience Top 101.

Calculation notes: Overall scores are calculated using all score questions on the survey. Each question is given an equal weight.

Category scores (exterior, dairy cooler, coffee, etc.) are calculated using all scored questions in that category. Each question in the category is given an equal weight.

About the audits: Audits were conducted between April 24 and June 4, 2014. Audits could be conducted between 11:30 a.m. and 7:30 p.m. any day of the week.