The 2017 mystery shop was conducted through unannounced, overt audits from April 24 to May 31. They took place between 9 a.m. and 5 p.m. any day of the week. Intouch Insight also conducted a separate covert audit focused on customer service.
York, Pa.-based Rutter's Farm Stores earned the best overall score with 99%.
Overall Brand Performance
| Chain | Overall score |
|---|---|
| Rutter's Farm Stores | 99.0% |
| Kwik Trip | 96.4% |
| QuikTrip | 95.0% |
| Rotten Robbie | 94.4% |
| RaceTrac | 94.2% |
| Overall | 93.4% |
Brands Shopped*
| Chain | Number of shops |
|---|---|
| Rutter's Farm Stores | 65 |
| Kwik Trip | 100 |
| QuikTrip | 106 |
| Rotten Robbie | 21 |
| RaceTrac | 95 |
| Parker's | 48 |
| United Pacific | 100 |
| Enmarket | 42 |
| Family Express | 64 |
| Kum & Go | 104 |
| Maverik | 100 |
* The number of sites shopped for each retailer were chosen based on chain size.
Next: Cleanliness
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