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 2015 Mystery Shop winner is Tulsa, Okla.’s QuikTrip, which edged out Kwik Trip, LaCrosse, Wis., buy just 0.2 percentage points!

SectionAverage scoreBest score
Overall92.5%96.1% QuikTrip
Coffee91.5%97.6% RaceTrac
Dairy cooler91.7%98.3% Kwik Trip
Employees95.3%100% Cumberland Farms
Exterior cleanliness94.8%98.6% KwikTrip
Fountain drinks93.4%96.8% Cenex Zip Trip
General interior92.2%96.8% Chevron
Pump islands87.4%96.8% QuikTrip
Restrooms93.9%98.0% Kwik Trip
Sandwich cooler94.0%97.8% Cumberland Farms

Here, CSPnet offers a report card with highlights from each of the chains shopped in 2015. And click here for the complete mystery-shop report published in the August 2015 issue of CSP Magazine.

Click here to see the 2014 CSP/Service Intelligence Mystery Shop.