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Mystery Shop 2018: Overall Brand Performance

Scores rise for interior of store, coffee and sandwich coolers

CHICAGO -- The 2018 mystery shop was conducted through unannounced but overt audits from April 23 to May 31, 2018. In that time frame, auditors arrived at unscheduled times but let staff know who they were. The audits took place from Monday through Friday, between 9 a.m. and 5 p.m. Intouch Insight also conducted covert audits, which were more traditional mystery shops.

Cameron Watt of Intouch Insight says overall scores for the interior of the store, coffee and the sandwich cooler are up this year over last. Meanwhile, overall scores for the pump island and exterior were down slightly year over year.

  • Click here to view the complete mystery shop report.

Photograph by Matt Roth

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