Mystery Shop

Report cards from CSP's 11th-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.

Here's a look at the average scores in each category and which chain earned the best score. The 2016 Mystery Shop winner--for a fifth time--is LaCrosse, Wis.' Kwik Trip, by a narrow 0.7 percentage points!

SectionAverage scoreBest score
Overall90.5%94.6% Kwik Trip

Here, CSP Daily News offers a report card with highlights from each of the chains shopped in 2016. And click here for the complete mystery-shop report published in the August 2016 issue of CSP Magazine.

Click here to see the 2015 CSP/Service Intelligence Mystery Shop.