Kwik Trip, Rutter's Farm Stores and Rotten Robbie were among the highest-scoring convenience-store chains in terms of customer service during CSP's 2017 Mystery Shop.
For the 2017 study, Intouch Insight conducted two audits. The overall ranking is based on the announced, overt audit that focused mainly on cleanliness, food safety and related factors. A second, covert audit evaluated the retailers on customer service. The source for all data below is the covert audit, unless otherwise specified.
Customer Service
Were all on-duty employees wearing a uniform, including a nametag?*
| Chain | Score |
|---|---|
| Kwik Trip | 100% |
| QuikTrip | 100% |
| Family Express | 98.4% |
*Overt audit
Was the wait time acceptable?
| Chain | Score |
|---|---|
| Rotten Robbie | 98.5% |
| Maverik | 96.5% |
| Kwik Trip | 96.3% |
Was the cashier courteous?
| Chain | Score |
|---|---|
| Kwik Trip | 97.5% |
| Rutter's Farm Stores | 96.6% |
| United Pacific | 95.3% |
Did the cashier appear happy to serve you?
| Chain | Score |
|---|---|
| Rutter's Farm Stores | 95.5% |
| Kwik Trip | 94.8% |
| QuikTrip | 94.4% |
Was the cashier well groomed?
| Chain | Score |
|---|---|
| Rutter's Farm Stores | 98.9% |
| Kwik Trip | 98.8% |
| Rotten Robbie | 98.5% |
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