Commitment to Service and Adaptation to Changing Market Needs Drive Customer Ratings in EnergyPoint Research's 2019 Gasoline Retailers Survey

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Wawa Garners Top Customer Satisfaction Marks Followed by Kum & Go, Sheetz, Kwik Trip and QuikTrip

While retailers must be competitive when it comes to the pricing and selection they offer, it’s high-quality experiences that meet customers’ needs for convenience and quality that continue to produce top-ranked companies in the survey.

Newly released results from EnergyPoint Research’s 2019 Gasoline Retailers Customer Satisfaction Survey show notable changes since last year, with Wawa, Kum & Go, Sheetz and Costco seeing their top-ten rankings improve. In addition, Kwik Fill, Phillips 66 and BJ’s Wholesale Club moved into the top ten, while RaceTrac, Kroger, Maverik and Global Partners dropped out.

“To some extent, this year’s survey results represent a changing of the guard from prior years, with several companies benefiting from intensified investments in the people, processes and facilities that drive their businesses,” noted Doug Sheridan, Managing Director of EnergyPoint Research. “Whether it’s expanded refueling and payment options, new online applications and technology, or healthier foods and more environmentally minded merchandise, the leading retailers are embracing both the challenge and opportunity presented by today’s changing market.”

This year’s top overall rating goes to Wawa, which operates refueling and convenience stores in the Mid-Atlantic and Southeast regions of the U.S. The retailer took top honors in both total satisfaction and service quality within the U.S. overall, and ranked first in total satisfaction, overall value, convenience and ease, food and merchandise, and three additional categories in the Mid-Atlantic. In the Southeast, Wawa rated first in total satisfaction, overall value, and three additional categories.

Kum & Go is the survey’s runner-up, ranking first in the overall U.S. for its loyalty and rewards program, as well as for convenience and ease. In the Midwest, the company rated first in total satisfaction, convenience and ease, service quality, and three additional categories. In the Northwest, Kum & Go rated first in total satisfaction, service quality, store facilities, and three additional categories. It also rated first in convenience and ease, service quality, and two additional categories in the Southeast.

Placing third is Sheetz, with operations in the Mid-Atlantic, Midwest and Southeast. La Cross, Wisconsin-based Kwik Trip and Tulsa, Oklahoma-based QuikTrip rank fourth and fifth, respectively, in this year’s study.

Now in its fourth year, this year’s survey results reflect the evaluations of more than 34,000 individuals between 18 – 75 years of age across the U.S. Lower 48. A total of 36 retailers received the minimum number of evaluations needed to be included in the final rankings. For those categories and retailers in which qualifying ratings exist, scores from EnergyPoint’s 2016 and 2017 surveys were included in this year's category winner calculations at lesser weightings than 2018 and 2019 evaluations. In no case were 2016 and 2017 ratings assigned a weighting of more than 20 percent on a combined basis for purposes of calculating final ratings and rankings.

“Even as the landscape shifts in the consumer economy, customers are maintaining preferences for retailers that possess strong commitments to customer service and satisfaction, along with thoughtful commitments to the environment and healthier living,” added Sheridan. “While retailers must be competitive when it comes to the pricing and selection they offer, it’s high-quality experiences that meet customers’ needs for convenience and quality that continue to produce top-ranked companies in the survey.”

Listed alphabetically, other companies rating first in at least one category in the survey include:

  • BP in commercial and fleet services within the U.S. overall
  • Chevron in motor fuels in U.S. overall and the Mid-Atlantic, Southeast, Northwest and two other regions, and; in branded stations in the Midwest
  • Costco in total satisfaction, service quality, and two additional categories in the West; in total satisfaction in the Northeast, and; two additional categories in the Northwest and Southeast
  • Cumberland Farms in store facilities, service quality, loyalty and rewards programs, and; two additional categories in the Northeast
  • Kwik Trip in overall value, as well as food and merchandise, in the overall U.S., and in overall value in the Midwest
  • Love’s Travel Stops in highway and distance travel in the West
  • Marathon | Speedway in branded stations in the Southeast, and; in convenience and ease, as well as overall value, in the Northeast
  • Maverik in food and merchandise in the West
  • Phillips 66 in branded stations in the overall U.S., Northeast, Mid-Atlantic and three additional regions; in overall value, loyalty and rewards programs, and convenience and ease in the West, and additional categories in the Mid-Atlantic and Northwest
  • Pilot Flying J in highway and distance travel in the overall U.S.
  • QuikTrip in total satisfaction and overall value in the Southwest; in store facilities in the overall U.S., Midwest, and two additional regions, and; in two additional regional categories, and;
  • Shell in motor fuels in the Northeast.

Other retailers rated in the survey include 7 Eleven, Alimentation Couche Tard affiliated stores, Allsup’s, BJ’s Wholesale Club, Casey’s General Store, CEFCO, Cenex, Citgo, Exxon Mobil, Global Partners affiliated stores, Kwik Fill, Kroger, MAPCO and affiliated stores, Meijer, Murphy USA, RaceTrac, Sam’s Club, Sinclair, Stewart’s Shops, Thorntons, and TravelCenters of America.

Survey Information

Survey respondents were asked to rate gasoline retailers with which they have had significant experience as a paying customer within the last three months in one of seven selected U.S. regions. The survey, which included more than 30 questions, was conducted in June through August of this year. It focused on features and attributes shown to drive satisfaction among customers of gasoline retailers, including pricing and value, service quality, ease and convenience, motor fuels, food and merchandise, store facilities, loyalty and rewards programs, commercial and fleet programs, and highway and distance travel. U.S. regions covered in the survey include the Mid Atlantic, Midwest, Southeast, Southwest, Northeast, Northwest and West.

Full survey results are included in EnergyPoint’s 2019 Gasoline Retailers Ratings & Analysis Report. Report options include detailed ratings from the survey for all 36 companies overall and by region, as well as analysis of overall trends and drivers of customer satisfaction in the gasoline retailing space.

For questions related to the survey or report, contact EnergyPoint at info@energypointresearch.com or at +1.713.529.9450. Information concerning EnergyPoint’s promotional policy and research offerings is below:

Licensing and Promotional Policy & Program: http://www.energypointresearch.com/licensing

Ratings & Analysis Reports: http://www.energypointresearch.com/detailed-reports

About EnergyPoint Research, Inc.

EnergyPoint Research conducts independent research regarding customer satisfaction in the global energy industry. Founded in 2003, the firm publishes closely watched annual customer satisfaction ratings and rankings in several segments, including gasoline retailing, midstream services, and upstream products and services. For more information concerning EnergyPoint and its independent surveys, visit the company’s web site at http://www.energypointresearch.com.

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