2016 Mystery Shop: The Data

Foodservice alone makes or breaks the guest experience

By 
Samantha Oller, Senior Editor/Fuels, CSP

Melissa Vonder Haar, Freelance Writer

Cleanliness Performance

EXTERIOR CLEANLINESS
 
Were the pump island and its pumps clean?
 
Kwik Trip 97.5%
Family Express 95.3%
Rutter's Farm Stores 93.2%
QuikTrip 92.6%
GPM/Fas Mart 91.4%
 
Was the pump island properly supplied?
 
QuikTrip 96.3%
Kwik Trip 91.4%
Speedway 90.5%
Rutter's Farm Stores 84.7%
Family Express 84.4%
 
Were the garbage cans at the pump island neatly maintained?
 
Rutter's Farm Stores 89.8%
Family Express 89.1%
Cumberland Farms 88.5%
Speedway 85.7%
QuikTrip 85.2%
 
Was the parking lot and store entrance free of garbage and debris?
 
Family Express 95.3%
GPM/Fas Mart 93.8%
Kwik Trip 92.6%
QuikTrip 91.4%
Kum & Go 88.8%
 
Was all exterior signage in good condition?
 
Family Express 100%
Kwik Trip 100%
QuikTrip 100%
Thorntons 100%
Cumberland Farms 98.8%
 
Were the garbage cans in front of the store well maintained?
 
QuikTrip 97.5%
GPM/Fas Mart 95.1%
Cumberland Farms 93.8%
Rutter's Farm Stores 91.7%
Speedway 91.7%

INTERIOR CLEANLINESS

Were the floors inside the store clean?
 
QuikTrip 93.8%
GPM/Fas Mart 88.9%
Kwik Trip 85.2%
Cumberland Farms 83.8%
Rutter's Farm Stores 81.7%
 
Was the ceiling clean (tiles and vents)?
 
Rutter's Farm Stores 96.7%
Kwik Trip 95.1%
QuikTrip 92.6%
Ricker's 88.0%
Family Express 82.8%
 
Were all the lights you saw in the store working?
 
Ricker's 100%
Rutter's Farm Stores 100%
Speedway 98.8%
Family Express 98.4%
QuikTrip 97.5%
 
Was the cash counter clean?
 
Cumberland Farms 98.8%
Family Express 96.9%
GPM/Fas Mart 95.1%
Rutter's Farm Stores 95.0%
Speedway 92.9%

Was the restroom clean?

Kwik Trip 92.6%
QuikTrip 90.1%
Cumberland Farms 89.9%
Family Express 82.8%
GPM/Fas Mart 81.7%
 
Was the restroom properly stocked?
 
Kwik Trip 100%
QuikTrip 100%
Family Express 98.4%
GPM/Fas Mart 98.3%
Rutter's Farm Stores 98.2%

Continued: Employee Performance