Mystery Shop Part 2: The Results
While Cumberland Farms narrowly eeked out a win in this year's CSP/Service Intelligence Mystery Shop, all of the 10 convenience-store retailers included in the study achieved admirable highlights. Here's a look at who fared best in each of the survey categories.
Audits for the 2014 Mystery Shop were conducted from April 24, 2014, to June 4, 2014. All audits were carried out between 11:30 a.m. and 7:30 p.m., any day of the week. Mystery shoppers completed a survey following each visit, with each response receiving equal value. What follows is the list of chains shopped, and how often each chain was visited during the mystery shop.
|Number of stores||Number of time shopped|
|Nice N Easy Grocery Shoppes||78||68|
|Pump N Pantry||17||24|
|Rutter's Farm Stores||60||59|
Overall Performance by Brand
For the first time, Cumberland Farms sits at the top of the list overall, edging out four-time winner Kwik Trip by four-tenths of a point.
|Pump N Pantry||93.6%|
|Rutter's Farm Stores||92.8%|
Interior and Exterior Cleanliness (Top finishers)
Were the pump island and its pumps clean?
Was all exteriorsignage in good condition?
Was the restroom clean?
|Pump N Pantry||100%|
Were all the lights you saw in the store working?
|Nice N Easy||100%|
Mystery shoppers say ...
“One pump island had dirt caked on the island. The diesel pumps were filthy.”
“Someone’s undergarments were left in the stall.”
“A nice consideration ... was two immaculate water bowls for canines.”
CONTINUED: Food Combo Deals, Fountain Drinks, More ...