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ENERGYPOINT RESEARCH REPORTS RESULTS FROM FIRST GASOLINE RETAILERS CUSTOMER SATISFACTION SURVEY

 

QuikTrip and Costco Rate Highest Overall As Customers Indicate They Value More Than Just Price

 

HOUSTON (July 13, 2016) – EnergyPoint Research, a provider of independent customer satisfaction ratings in the global oil and gas industry, announces results from its recently completed survey covering U.S. gasoline retailers. The online survey, which was conducted from March through May of this year, focused on customers’ satisfaction with major gasoline retailers across a wide range of attributes, categories and regions.


Rating highest in total satisfaction in the survey is QuikTrip, which owns and operates convenience stores in 11 U.S. states. Warehouse retailer Costco was the survey’s runner up, followed by Kwik Trip, Kroger and Sheetz. Regional top honors went to Costco in the West, Holiday Stationstores in the Northwest, Kwik Trip in the Midwest, Kwik Fill in the Mid-Atlantic, QuikTrip in the Southwest and Southeast, and Stewart’s Shops in the Northeast.


EnergyPoint Research has published independent customer satisfaction ratings for various sectors of the oil and gas industry for more than 10 years.


“It is a natural extension for us to survey the downstream sector at a time when demand for gasoline and other motor fuels are approaching record levels,” said Doug Sheridan, managing director of EnergyPoint Research. “With gas prices down, Americans are taking to the road again. The good news is that many major gasoline retailers are finding new and improved ways to make the traditional refueling experience more efficient and enjoyable for consumers.”


The survey’s results are based on customer ratings and rankings of 32 major gasoline retailers operating throughout the U.S. In addition to the overall rankings, top honors were awarded to companies in seven regional U.S. markets.


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


  • BP and affiliate stores in price and value, food and merchandising, and highway travel in the West; in highway travel and commercial services in the Northwest; in commercial services in the Midwest, and; in commercial services among national chains
  • Casey’s General Store in service quality in the Midwest;
  • Costco in pricing and value overall; in total satisfaction, fuel quality and three additional categories in the West; in quality of facilities and two additional categories in the Northwest; in pricing and value in the Mid-Atlantic, and; in total satisfaction, pricing and value, and service quality among national chains;
  • Chevron and affiliate stores in fuel quality overall, the Northwest and among national chains, and; in commercial services in the West;
  • Holiday Stationstores in total satisfaction, service quality, and food and merchandise in the Northwest;
  • Kroger in pricing and value in the Southwest, as well as in ease of transactions and quality of facilities among national chains;
  • Kwik Fill and affilliate stores in total satisfaction, ease of transactions, service quality, and two other categories in the Mid-Atlantic;
  • Kwik Trip and affiliate stores in total satisfaction and ease of transactions in the Mid-West;
  • Love’s Travel Stops & Country Stores overall in commercial services and highway travel, as well as in highway travel in the Midwest, the Southeast and among national chains;
  • Marathon and affiliate stores in food and merchandise among national chains, as well as in ease of transactions, and pricing and value, in the Northeast;
  • Murphy USA and affiliate stores in ease of transactions, and pricing and value, in the Southeast;
  • Phillips 66 and affiliate stores in fuel quality, highway travel and commercial services in the Southwest;
  • Pilot Flying J and affiliate stores in highway travel and commercial services in the Mid-Atlantic;
  • QuikTrip in total satisfaction, service quality and three additional categories overall; in total satisfaction, ease of transactions and three additional categories in the Southwest; in fuel quality, quality of facilities and two additional categories in the Midwest, and; in total satisfaction and service quality in the Southeast;
  • RaceTrac and affiliate stores in food and merchandise, and quality of facilities, in the Southeast;
  • Shell and affiliate stores in fuel quality, highway travel and commercial services in the Northeast; in fuel quality and commercial services in the Southeast, and; in fuel quality in the Mid-Atlantic region, and;
  • Stewart's Shops in total satisfaction, service quality and two additional categories in the Northeast.

In addition to those listed above, other companies rated in the survey include 7-Eleven, Allsup’s, Circle K, Cumberland Farms, Exxon Mobil and affiliate stores, E-Z Mart, Kum & Go, Kwik Fill and affiliate stores, Meijer, Roady’s Truck Stops, Sam’s Club, Sheetz, Sinclair, Sunoco and affiliate stores, TravelCenters of America and affiliate stores, Valero and affiliate stores, and Wawa.


“The survey focused on identifying which retailers and brands excel in the areas that make-up the broader gas-buying experience. Although fuel price is a primary factor for many customers when choosing where to refuel, the evidence suggests that, taken as a whole, factors other than price have as great or greater impact on customer satisfaction,” said Sheridan. In particular, ease of transactions, quality of service and cleanliness of store facilities leave meaningful impressions customers.”

 

Survey Information

To compile its rankings, EnergyPoint surveyed more than 8,000 individuals between 18 - 75 years of age across the U.S., asking them to rate gasoline retailers they utilized within the prior three months. Respondents were asked to provide ratings for the region in which they reside or conduct business in multiple areas, including total satisfaction, pricing and value, service quality, ease of transactions, fuel quality, food and merchandise, quality of facilities, loyalty program, commercial services and highway travel.


For more information concerning EnergyPoint Research, its independent surveys or suite of research products, visit the company’s web site at www.energypointresearch.com or contact the firm at info@energypointresearch.com or +1.713.529.9450.

 

About EnergyPoint Research, Inc.

EnergyPoint Research provides 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 downstream.


About EnergyPoint Research’s Promotional Policy and Licensing: www.energypointresearch.com/licensing