Could your first impression be driving customers away?
You may be surprised to learn that consumers think many convenience stores fall short in the area of good customer service.* At the forefront of customer service concern is cleanliness — not just how clean a store looks, but also if it smells fresh, is in good repair, and features fixtures and displays that are up to date with evolving standards. Sites that do this right create long-term, loyal consumers.
Our Excellence in Action assessment program is designed to help you provide a consumer experience that consistently delivers on the brilliant basics of our business: fast and friendly operations and safe and clean assets.
Through the program, you gain access to:
Direct consumer feedback
Quarterly mystery shop scores and action areas
Corrective resources to improve consumer perceptions
Business insights to help you understand consumer buying criteria
*Source: The Evolving Convenience-Store Consumer, BCG Perspectives.