QuikTrip Again Leads Gas Retailers in Customer Satisfaction
HOUSTON — QuikTrip captured top honors in EnergyPoint Research’s recently completed 2017 Gasoline Retailers Survey, making it the second year in a row that the Tulsa-based retailer claimed the survey’s best overall rating for customer satisfaction.
In addition to winning best overall, QuikTrip took first place in four other top-level categories: service quality, food and merchandise, ease of transactions, and store facilities. QuikTrip took top honors in a number of regional categories as well.
The second-rated gas retailer in the 2017 Gasoline Retailers Survey was Costco, which earned top marks nationally for both pricing and value.
RaceTrac placed third overall, but was rated first in the Midwest region for total satisfaction and service quality.
Despite the relative success of QuikTrip, Costco and RaceTrac, EnergyPoint Research’s 2017 Gasoline Retailers Survey results indicated that customers’ overall satisfaction with U.S. gasoline retailers is down from a year ago.
"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."
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."
The survey, conducted March through May, zeroed in on customer satisfaction with major U.S. gasoline retailers on a variety of factors both nationally and regionally. Thirty-four companies were included in the final rankings. BP, Chevron, Kroger, Marathon, Phillips 66, Sheetz and Stewart's Shops were also among those ranked. Click here for more results.
QuikTrip announced earlier this week that it will be expanding in Texas to the San Antonio and Austin markets, with the first stores expected to open sometime in summer 2018. The retailer currently operates more than 700 convenience stores in 11 states.
Founded in 2003, Houston-based EnergyPoint Research conducts independent research regarding the oil and gas industry’s satisfaction with the products and services it purchases, utilizes and produces.