Retail

Convenience Store Customer Experience

The convenience store and service station sector of the retail industry has changed drastically over the last 20 years. Before, it was easy to maintain relevance with your customer because these kinds of stores were specifically unique in the value they provided.  However, the emergence of competitive alternatives have forced these brands to figure out specific ways to vault their brands ahead of the rest of the industry.

Those convenience store retailers at the top of the industry are those that are strategically focused on providing unmatched value to their customers, through quality service, top-of-the-line products and competitive pricing.

Convenience Store + Service Station Mystery Shopping

Mystery Shopping/Secret Shopping programs for convenience store and service station retailers take shape in several common forms, all with the main goal of providing a measurable impact on customer satisfaction and overall growth for your brand’s bottom line. Some key areas to focus these mystery shopping initiatives are quality of employee performance, efficiency of product placement, and compare the capabilities of different locations.

Convenience Store + Service Station Voice of Customer

Employing a Voice of Customer Feedback campaign can provide your brand with valuable information regarding employee performance, competitive benchmarking and quality of customer service.

An optimized voice of customer feedback survey can result in a dense collection of information, including but not limited to:

  • Information regarding performance of specific employees
  • Customer Experience discrepancies across different branches
  • Ability to recognize and reward those employees performing above and beyond expectations
  • General perception of your brand’s Customer Experience standards

Convenience Store + Service Station Compliance Audits

Mitigating risk is extremely important for C-store and Service Station brands because of the inherent risk that goes along with commonly sold products in this space. There are a litany of rules and regulations that are entrenched in Tobacco and Alcohol sales, and an effective compliance audit program can deliver key insights, including:

Are sales associates following the protocols to which they have been trained?
Do our customers experience our brand in the manner we envision?
Are underage customers able to purchase alcohol and tobacco products?
Do our associates consistently and properly request ID of customers purchasing age-restricted products?

Integrated or Stand-Alone Programs | Unified Reporting + Analytics

Second To None is differentiated in our ability to offer Operationally-based measurement solutions – Mystery Shopping and Compliance Audits – along with Customer-based solutions Voice of Customer feedback surveys – then unifying data streams into a robust, real-time and role-specific Analytics and Insights platform.

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