Consumers Rate Wawa as Best Convenience Store in National Poll
A new survey shows that when it comes to convenience stores, one Pennsylvania-based chain rises above the rest in customer satisfaction.
Wawa claimed the top spot in the first-ever American Customer Satisfaction Index (ACSI) Convenience Store Study with a score of 82 out of 100. Close behind were QuikTrip (81), Buc-ee's (80), and Murphy USA (80). The industry average was 76.
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The ACSI report surveyed over 5,700 consumers and found that nearly all major chains scored above the industry average. Smaller convenience stores collectively matched the score of 75 earned by 7-Eleven, the nation's largest chain. Shell trailed with a 74.
Despite the range in scores, ACSI notes that most chains are investing in improving the customer experience through expanded food options, larger product selections, enticing loyalty programs and mobile ordering.
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Prepared food was a big draw for top chains like Wawa, Buc-ee's, Casey's (79) and Sheetz (79), known for their hot offerings. While convenience stores averaged 80 for food quality compared to 84 for fast food chains, these leading c-stores met or exceeded that fast food benchmark.
"Convenience stores are no longer just a quick stop for gas and snacks, they are becoming serious competitors in the food service industry," said Forrest Morgeson, ACSI director of research emeritus. "The top-performing convenience store brands are now on par with fast food chains in terms of food quality and variety, offering customers a wide range of fresh, gourmet options."
Regionally, Wawa took the top spot in the Northeast and second place in the South, while Buc-ee's won the South. Sheetz was second in the Northeast. QuikTrip and Kwik Trip led in the Midwest. The fragmented West region trailed in overall satisfaction, with 7-Eleven and Circle K tying for first at 72.