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Analyzing the 2020 C-Store Mystery Shop Program

CSP spoke with Cameron Watt of Intouch Insights on what operators can take away from the study

OTTAWA, Ontario — Convenience-store customers have generally had a positive experience during the coronavirus pandemic, but there’s still plenty of work to be done regarding safety and cleanliness, according to a new Intouch Insight’s benchmark mystery-shop program.

On this episode of “At Your Convenience,” CSP editor Brett Dworski is joined by Cameron Watt, CEO of Intouch Insights, who breaks down this new mystery shop study and explains what c-store operators can take away from it. Ottawa, Ontario-based Intouch Insights developed the program—which surveys mystery shoppers based off their recent trips to gas stations—to help c-store operators better understand how they can respond to changing consumer demands and future regulatory policies. The study, exclusively shared with CSP, was conducted at 18 convenience-store brands in 29 U.S. states.

"At Your Convenience" brings industry experts and analysts together with CSP editors to discuss the latest in c-store news and trends. From mergers and acquisitions to foodservice and technology, the podcast delivers the story straight to listeners in short-format episodes, perfect for the morning commute or a quick break at the office.

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