Wawa earned the top score (82 out of 100) in the American Customer Satisfaction Index (ACSI®) Convenience Store Study 2024.
QuikTrip finished second with an ACSI score of 81, followed by Buc-ee’s and Murphy USA, at 80 each.
A robust set of food options is a main reason for the high scores. Examples include hoagies from Wawa and QuikTrip’s QT Kitchens®. Buc-ee’s has a reputation for a wide variety of on-the-go food options, and Casey’s General Stores, with a satisfaction score of 79 (same as Sheetz), is a go-to option in the Midwest for pizza, both traditional and breakfast varieties, according to the report.
Nearly all reported chains have scores exceeding the industry average (76).
Most convenience stores are investing in enhancements to the customer experience by adding more customized food offerings, larger merchandise selections, enticing rewards programs, and mobile ordering services, according to the report.
“Convenience stores are no longer just a quick stop for gas and snacks — they are becoming serious competitors in the food service industry,” Forrest Morgeson, Associate Professor of Marketing at Michigan State University and Director of Research Emeritus at the ACSI, said in a statement. “By focusing on the in-store dining experience, while maintaining the speedy service that customers have grown accustomed to, convenience stores may have found the perfect recipe for success.”