Maintaining and growing loyalty among customers also is getting serious buzz nowadays—and it’s an area getting a lot of care and attention at ExtraMile, which had the third best score, 61%, in CSP and Intouch Insight’s Mystery Shop portion for the question, “Did the employee mention the loyalty program?”
“ExtraMile Rewards is a major focus for us because it provides customers with meaningful savings, rewards and benefits while helping us build stronger, long-term relationships,” said Robert Falciani, director of marketing. “Consumers shop with brands they trust, so engaging with them every day across our network is something we focus on consistently.
Falciani said he’s encouraged by the ranking, especially knowing this is an area that depends on consistent conversations at the register. He credits their franchisees and store teams and adds that they also see opportunities to continue improving and becoming even more consistent.
York, Pennsylvania-based Rutter's earned a final overall score of 93.9%, topping Worcester, Massachusetts-based Nouria’s 92.9% and Pleasanton, California-based ExtraMile Convenience Stores’ 92.6% in this year’s Mystery Shop.
In-store inventory appearing fully stocked and organized in the Mystery Shop portion, in which ExtraMile scored tops with 99%, Brian Sardelich, CEO and president, said that a well-stocked, organized store is fundamental to the customer experience.
- ExtraMile Convenience Stores LLC is No. 9 on CSP’s 2026 Top 202 ranking of convenience-store chains by U.S. store count.
“Our franchisees and their teams spend a great deal of time maintaining product availability and presentation because customers expect to quickly find what they need,” he said.
The 99% score reflects the daily commitment of store teams to keeping shelves stocked and the store organized, Sardelich said.
“While it’s gratifying to see those efforts recognized, we know maintaining that standard requires continuous attention every day,” he said.
ExtraMile’s goals are to continue meeting the evolving needs of its customers while expanding in its existing markets and exploring new opportunities wherever Chevron and Texaco operate, he said, adding that the company is continuously looking for ways to improve the overall customer experience.
“Recently, we completed our interior image refresh across the network, and we’re nearing completion of our exterior image program, both of which reinforce our commitment to providing a clean, modern and welcoming environment,” Sardelich said.
Quality fuels and a positive in-store experience create a more compelling reason to choose ExtraMile, he said.
“That fuels-and-convenience combination is a key driver of performance and customer loyalty across the network,” he said.
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