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