Mystery Shop 2018: C-Store Vs. QSR

Retail foodservice outperforms in several key areas

CHICAGO -- In addition to its c-store research, Intouch Insight also conducts covert audits of quick-service restaurants (QSRs). It provides a valuable opportunity to see how c-stores stack up against the QSR competition.

This year, not only did c-stores outperform QSRs in the mystery shop, but they also slightly widened the gap year over year. The only categories where c-stores scored lower than QSRs were suggestive selling, the presence of electronic ordering options and receiving a courteous greeting or acknowledgement from staff.

C-stores even scored higher than QSRs when it came to cashiers asking or talking about loyalty programs.

  • Click here to view the complete mystery shop report.

Photograph by Jeff Hammond

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