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Technology/Services

2017 Mystery Shop: Customer Service

Kwik Trip, Rutter's Farm Stores and Rotten Robbie lead the pack

Kwik Trip, Rutter's Farm Stores and Rotten Robbie were among the highest-scoring convenience-store chains in terms of customer service during CSP's 2017 Mystery Shop.

For the 2017 study, Intouch Insight conducted two audits. The overall ranking is based on the announced, overt audit that focused mainly on cleanliness, food safety and related factors. A second, covert audit evaluated the retailers on customer service. The source for all data below is the covert audit, unless otherwise specified.


Customer Service

Were all on-duty employees wearing a uniform, including a nametag?*

ChainScore
Kwik Trip100%
QuikTrip100%
Family Express98.4%

*Overt audit

Was the wait time acceptable?

ChainScore
Rotten Robbie98.5%
Maverik96.5%
Kwik Trip96.3%

Was the cashier courteous?

ChainScore
Kwik Trip97.5%
Rutter's Farm Stores96.6%
United Pacific95.3%

Did the cashier appear happy to serve you?

ChainScore
Rutter's Farm Stores95.5%
Kwik Trip94.8%
QuikTrip94.4%

Was the cashier well groomed?

ChainScore
Rutter's Farm Stores98.9%
Kwik Trip98.8%
Rotten Robbie98.5%

 

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