Most customers spend only a few minutes inside convenience stores, giving you only a brief moment
to make a lasting impression. Competition is fierce within the industry and entry barriers low.
With choices abundant, the industry needs more than pricing to be competitive.
Customer experiences are an opportunity to optimize a controllable differentiator. With years of
experience shopping the petro/convenience industry, as well as facilitating the CSP-Service Intelligence
Mystery Shop study since 2005, Service Intelligence has the tools to guide your business to what customers
really want.
How Service Intelligence Makes Your Business Smarter
Service Intelligence’s suite of integrated products and services can be customized to suit your business.
You select the questions that are most pertinent to your success, and we provide you with tangible data
and solutions that will enable you to achieve your business goals. We offer in-person, online, and call
center shops, and can also perform shops to gather competitive intelligence.
Customer Service
Customers respond to quality and friendly service and quick and efficient transactions. With
petro/convenience mystery shopping from Service Intelligence, you can tailor questionnaires to focus
on specific customer service topics. You can then evaluate current customer service levels to leverage
the positive and make improvements. With tracking and trending options, you can find the peaks and
valleys then concentrate on lower scoring areas.
Compliance with Safety, Security, and Corporate Policies
Not only can petro/convenience mystery shopping evaluate customer service, sales skills, and branding,
it can also identify if your stores are following correct protocol for safety, security, and corporate
policies. You can include questions regarding exit doors, fire extinguishers, or alarm systems to make
certain that your locations are following codes and regulations. You can also monitor corporate policies
regarding employee dress, nametags, and standards of conduct. Being aware of the environment within all
your locations helps you ascertain how to best communicate with employees and what type of training will
be most effective.
Cleanliness
From the moment a customer drives into your parking lot, cleanliness is a factor. Trash and debris in your
parking lot can be an automatic turnoff. Once a customer enters the store, cleanliness becomes even more important,
as most consumers don’t want to purchase food or beverage products from a location with sticky floors or
overflowing trash cans. And most importantly, bathrooms, if found unclean, are an absolute deal breaker for
most customers. Our petro/convenience mystery shoppers can deliver specific information regarding the cleanliness
of your locations, allowing you to target those who fall short on sanitation.
Compliance with Tobacco and Alcohol Sales Regulations
A 2007 research study reveals that one in every 10 tobacco products purchased in a convenience store is sold
to a minor. This startling fact should have all petro/convenience chains on notice, as penalties for selling
to an underage customer range from monetary to even revocation of a tobacco license. Penalties for selling
alcohol to those under the legal age are even steeper, with the possibility of jail time as punishment or
litigation. With these serious consequences and the threat of damaging your chain’s reputation, you need extra
protection. Petro/convenience mystery shoppers can identify if your employees are performing due diligence by
checking ID when customers purchase these items.
Competitor Mystery Shopping
Service Intelligence also conducts disguised evaluations of competitors in order to provide a scorecard comparison
of client’s performance relative to its competition. These shops can be customized to assess customer service,
pricing, site cleanliness, operational strengths and weaknesses, or other areas that your business determines are
of importance.
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