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QUIKTRIP, COSTCO AND RACETRAC CAPTURE TOP MARKS IN ENERGYPOINT RESEARCH’S LATEST INDEPENDENT GAS RETAILERS CUSTOMER STATISFACTON SURVEY

 

Overall Customer Satisfaction Index Declines as Customers Point to Deteriorating Service Quality and Slower Transactions

 

HOUSTON (June 28, 2017) – Results from EnergyPoint Research’s recently completed 2017 Gasoline Retailers Survey indicate customers’ satisfaction with U.S. gasoline retailers is down from a year ago. These findings are released just as drivers hit the road for what is expected to be a record driving season. Nevertheless, a handful of retailers saw their scores rise as customers responded to improved facilities and more attractive loyalty programs.

 

This year’s top overall rating again goes to QuikTrip, which won top honors in last year’s inaugural survey as well. The Tulsa-based retailer also grabbed the top overall rating in four additional top-level categories, including service quality, food and merchandise, ease of transactions and store facilities. The company rated first in several regional categories as well.

 

Costco was the survey’s No. 2 rated gas retailer, garnering top marks nationally for pricing and value. The company also rated first in several regional and specialty categories, including total satisfaction in the West. Ranking No. 3 overall in the survey was RaceTrac, which rated first in total satisfaction and service quality in the Midwest, as well as three additional categories in the Southeast and Southwest.

 

Other companies rating first in total satisfaction regionally include Holiday Stationstores in the Northwest, Sheetz in the Mid-Atlantic, and Stewart’s Shops in the Northeast.

 

“Although the overall decline in customer satisfaction was relatively modest, the study’s results indicate some retailers nonetheless risk falling behind,” said Doug Sheridan, Managing Director of EnergyPoint Research. “In addition to lower ratings for food and merchandise nationally, satisfaction with transaction times and service quality showed declines in some of the most heavily trafficked regions of the county.”

 

The online survey, which was independently conducted from March through May of this year, focused on customers’ satisfaction with major U.S. gasoline retailers across a range of attributes and categories. In addition to rating retailers on an overall basis, the survey ranks eligible companies across seven regional U.S. markets. A total of 34 companies received the minimum number of evaluations needed to be included in this year’s final rankings.

 

Listed alphabetically, companies rating first in at least one national or regional category in the survey include:

 

  • BP and affiliate stores in branded stations nationally, in the Midwest and Northwest; in commercial services, food and merchandise, and highway travel in the West; in commercial services and fuel quality among national chains; and three additional categories;
  • Chevron in fuel quality nationally and in the Northwest;
  • Costco in pricing and value nationally; in total satisfaction in the West and among national chains; in pricing and value in the Mid-Atlantic; in ease of transactions in the Northwest; and in four additional categories;
  • Holiday Stationstores in total satisfaction, service quality, food and merchandise, and store facilities in the Northwest;
  • Kroger in pricing and value in the Southwest, Midwest, Northwest and West, as well as in ease of transactions among national chains;
  • Kwik Fill and affiliated stores in food and merchandise, as well as ease of transactions, in the Mid-Atlantic;
  • Love’s Travel Stops in commercial services and highway travel nationally, as well as in two additional categories;
  • Marathon in pricing and value, commercial services, and ease of transactions in the Northeast, plus three additional categories;
  • Murphy USA in ease of transactions in the Southeast and West, pricing and value in the Southeast, and service quality in the West;
  • Phillips 66 in fuel quality, commercial services, highway travel and branded stations in the Southwest, as well as commercial services in the Northwest;
  • Pilot Flying J in highway travel in the Midwest, and in commercial services and highway travel in the Mid-Atlantic;
  • QuikTrip in overall satisfaction, ease of transactions, service quality, store facilities, food and merchandise, plus several additional categories; 
  • RaceTrac in total satisfaction and service quality in the Midwest, as well as three additional categories in the Southeast and Southwest;
  • Sheetz in total satisfaction, service quality and store facilities in the Mid-Atlantic, as well as ease of transactions in the Midwest;
  • Shell in fuel quality, highway travel and branded stations in the Northeast, as well as three additional regional categories, and;
  • Stewart’s Shops in total satisfaction, service quality, food and merchandise, and store facilities in the Northeast.

 

According to Sheridan, “Continued low fuel prices and a strengthening economy should combine to offer attractive conditions for both gasoline retailers and customers over the next 12 to 24 months. In particular, retailers that have invested in their facilities, people and programs in recent years can expect today’s customers to reward such efforts.”

 


In addition to the companies listed above, others rated in the survey include 7-Eleven, Allsup’s, Casey’s General Store, Cenex, Circle K, Citgo, Corner Store, Cumberland Farms, Exxon Mobil and affiliated stores, E-Z Mart, Kum & Go, Kwik Trip, Meijer, Sam’s Club, Sinclair, Sunoco and affiliated stores, TravelCenters of America and Wawa.

 

Survey Information

To compile this year’s rankings, EnergyPoint surveyed more than 19,000 individuals 18 to 75 years of age across the U.S. Lower 48. Respondents were asked to rate retailers in the region in which they reside or conduct business. The survey focused on areas believed to drive customer satisfaction in the space, including pricing and value, service quality, ease of transactions, fuel quality, food and merchandise, quality of facilities, loyalty programs, commercial services and highway travel.


A total of 34 retailers received the minimum number of evaluations needed to be included in this year’s final rankings. For those categories and retailers for which ratings existed, scores from the 2016 survey period were included in this year's category-winner calculations at lesser weightings than for the 2017 period. In no case were 2016 ratings assigned a weighting of more than 20 percent for purposes of calculating this year’s final category winners.


About EnergyPoint Research, Inc.


EnergyPoint Research conducts independent research regarding the oil and gas industry’s satisfaction with the products and services it purchases, utilizes and produces. Founded in 2003, the firm publishes its closely watched annual customer satisfaction ratings and rankings in six industry segments: onshore drilling, offshore drilling, oilfield services, oilfield products, midstream services, and gasoline retailers.

 

For more information concerning EnergyPoint Research, its independent surveys or suite of research offerings, visit the company’s web site at www.energypointresearch.com or contact the firm at info@energypointresearch.com or 713.529.9450.

 

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