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AMERICANCUSTOMERSATISFACTIONINDEX
ACSI?ConvenienceStoreStudy2025
October7,2025
CONVENIENCESTORES
760%
CustomerSatisfactionShake-UpAmong
ConvenienceStoresasKwikTripTakestheLead
Conveniencestores,onceassociatedwithcheapsnacksandunpleasantrestrooms,were
placestostopoutofnecessity.Nowadays,manyconveniencestoreshaveevolvedintomuchmore—outletsforbreakfast,lunch,anddinner;sentinelsofthehighwayoferingtravelersan
enjoyablestopfortheessentials;andfamiliaroutpoststhatserveasavaluablepartofdailyroutines.Companieshavefoundthein-storeexperienceservesasaninvaluablerevenue
driver,decreasingdependencyonfuelsales.
Whiletheindustry’scustomersatisfactionhasremainedstableatanACSIscoreof76initssecondyearofmeasurement,newleadershiphasemergedamongconveniencestoresfor
2025.KwikTripsurges8%totoptheindustryat84,postingoneofthehighestscoresamongallACSIcompaniesandoneofthebiggestsatisfactionimprovementsthisyear.Meanwhile,
formerleaderWawaholdssteadyat82,nowtiedforsecondplacewithrivalSheetz,whichenjoysa4%ACSIgain.Roundingoutthetoptier,QuikTripslides1%tothirdplaceat80.
WWW.THEACSI.ORGINFO@THEACSI.ORG
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WWW.THEACSI.ORGINFO@THEACSI.ORG
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Thewayconveniencestorebrandsinteractwithcurrentcustomers,aswellaspresentopportunitiestowinovernewcustomersandbuildloyaltywiththosewhowalkthroughthedoor,hasevolvedaswell.Intoday’smarket,digitalengagementisamajor
factorinshapingthecustomerexperience.Usefulmobileappsarenowanessentialtoolforconveniencestores,providingnoti?cationsaboutexclusivesales,limited-timepromotions,andpersonalizedoferstailoredtoindividualshoppinghabits.
Theseappsalsoallowcustomerstoorderaheadforcurbsidepickup,makingtheprocessquickande?cientforthoseonatightschedule.Additionally,manyappsincludetheabilitytocheckEVchargeravailabilityinrealtime,cateringtothegrowingnumberofelectricvehicleownersandfurtherenhancingconveniencefortravelers.Rewardsprogramshavebecomeacornerstoneof
customerretentionstrategies.Theseprogramsoftenintegrateseamlesslywithmobileplatforms,allowingcustomerstotracktheirrewardsstatus,redeempoints,andaccessspecialmember-onlydealswithjustafewtaps.
Meanwhile,thein-storeexperiencecontinuestobetransformed.Customersarepresentedwithapreviouslyunthinkablenumberofoptionsforfood,beverages,andmerchandise.Storeshaveexpandedbeyondtraditionalpackagedsnackstooferfresh,
made-to-ordermeals,aswellasdiversebeverageselectionsrangingfromspecialtycofeestocraftsodas.Merchandiseoferingsencompasseverydayessentials,travelaccessories,andevenlocalproducts,makingconveniencestoresaone-stopshopfora
widevarietyofneeds.Withimprovedstorelayouts,cleanerfacilities,andattentivestaf,theoverallatmosphereisdesignedtobewelcomingandenjoyable,encouragingrepeatvisitsandfosteringasenseofloyaltyamongcustomers.
The2025resultsofthisstudyidentifythecompaniesthathavefoundthemostsuccessinpresentingcustomerswithaproductoferingandoverallexperiencethatmaximizessatisfactionandloyalty.ACSIresultsarebasedonsurveysconductedovera
12-monthperiodendinginSeptember2025.ACSIscoresarereportedona0to100scale.
KeyTakeaways
CONVENIENCESTORES
?Despitesomenotablechangesatthecompanylevel,customersatisfactionindustrywidewithconveniencestoresremainsconsistentatanACSIscoreof76.
?KwikTripjumpstothetopoftheleaderboardwithan8%ACSIgainto84.
?SheetzclosesthesatisfactiongapwithrivalWawaandthetwocompetitorsarenowtiedat82.
?Storeshaveleanedintotheirmobileappplatformsasindustryratingsforappreliability,appquality,andmobileorderpickupallimprovein2025.
?Theindustry’songoingfocusonanarrayofmade-to-orderfooditemshasprovenefectiveashotfoodqualityandfreshnessremainsoneofthehighest-ratedaspectsoftheconveniencestoreexperience.
?Rewardsprogrammembershipcontinuestoplayastrongroleincustomersatisfactionasstoresseektoleveragetheiruniquequalitiestoattractandmaintainaloyalcustomerbase.
StudyFindings
Customersatisfactionisadrivingforcethatimpactsthe?nancialoutlookofindividual?rmsandthehealthoftheU.S.economyatlarge.NewresultsfromtheAmericanCustomerSatisfactionIndex(ACSI?)providecustomersatisfactionbenchmarksfor
theconveniencestoreindustry.Inaddition,theACSIcapturesconsumeropinionsaboutcriticalelementsofthecustomerexperience,tailoredspeci?callytotheindustry.
CONVENIENCESTORES
CustomersatisfactionwiththeconveniencestoreindustryissteadyatanACSIscoreof76forthesecondstraightyear.Despite
thisconsistency,theindustryexperiencesabitofashake-upatthetopoftheACSIleaderboard.KwikTrip,buriedbehindseveral
competitorsin2024,boaststhehighestACSIscore(84)in2025afteran8%improvement.Likemanyotherconveniencestores,
KwikTripdeploysafood-focusedmodeltodrawinmorevisitorsandcatertoawiderangeofcustomerpreferences.Beyondthat,thecompany’sstrongcommitmenttobuildingapositiveculturethatincludesanemphasisonthecustomerexperienceispayingof.
NextupareSheetzandWawa,twobrandsthatarelookingtospreadtheirdedicatedcustomerfollowingsoutsideoftheirhometerritoryoftheNortheastandMid-Atlantic.A4%improvementforSheetzresultsinatiebetweenthetworivalsasWawa’sACSIscoreremainsunchangedat82.
WWW.THEACSI.ORGINFO@THEACSI.ORG
?2025AMERICANCUSTOMERSATISFACTIONINDEXLLC.ALLRIGHTSRESERVED.3
PillarsoftheAmericaninterstatelikeQuikTrip(80),Buc-ee’s(79),andLove’s(79)havesucceededinconsistentlysatisfyingcustomerswithmodernconveniencestorefeaturesofhotfoodoferings,merchandiseselection,andmobileappswhile
maintainingthefundamentalsofcleanlinessandconvenience.Buc-ee’s,inparticular,hashadsuccessinmakingtheconveniencestorestopatruevisitorexperience,farmorethanasimplestopforabathroombreakandsnacks.
Casey’sGeneralStores,amidasigni?cantexpansioncampaign,seessatisfactiondecline5%yearoveryearto75.ThepopularMidwestchaincontinuestohavealoyalcustomerbase,butthesatisfactionslidesuggeststhataggressiveexpansioncanopencompaniesuptoadegradationofknowledgeablestafandcustomerservice.
Lookingatcompany-levelACSIscoresoverall,the11-pointgapbetweenthehighestandlowestratingsrevealsahighdegreeofvariabilityinthecustomerexperience.Storesprovidingabroadrangeofqualityfoodandbeverageoptionsinacleanand
convenientsettingfarewell,whilethosepresentingamorebasicexperiencegenerally?ndthemselvesatthelowerendofthecustomersatisfactionspectrum.
AMERICANCUSTOMERSATISFACTIONINDEX
CONVENIENCESTORES
0-100Scale
BRAND2024ACSI2025ACSI%CHANGE
8%
4%
0%
-1%
-1%
NA
NA
NA
-3%
3%
NA
NA
0%
NA
-1%
0%
-5%
-3%
NA
1%
NA
-4%
NA
NA
78
79
82
81
80
NA
NA
NA
80
76
NA
NA
76
NA
77
75
79
77
NA
74
NA
77
NA
NA
76
76
0%
ConvenienceStores
KwikTrip84
Sheetz82
Wawa82
QuikTrip80
Buc-ee’s79
Love’s79
Maverik78
Meijer78
MurphyUSA78
RaceTrac78
ExxonMobil77
Chevron76
CircleK(AlimentationCouche-Tard)76GetGo(AlimentationCouche-Tard)76
Speedway(7-Eleven)76
7-Eleven75
Casey’sGeneralStores75
CumberlandFarms75
Marathon75
Shell75
Sunoco75
BP74
QuikStop74
ampm(BP)73
NA=NotAvailable
Source:ACSIConvenienceStoreStudy2025.?2025AmericanCustomerSatisfactionIndexLLC.Allrightsreserved.
ChartsextractedfromthisstudyformediausemustincludeastatementidentifyingthestudyoforiginandthepublisherastheAmericanCustomerSatisfactionIndexLLC.NoadvertisingorotherpromotionalusecanbemadeofthedataandinformationinthisstudywithouttheexpresspriorwrittenconsentofACSI.
WWW.THEACSI.ORGINFO@THEACSI.ORG
?2025AMERICANCUSTOMERSATISFACTIONINDEXLLC.ALLRIGHTSRESERVED.4
CustomerSatisfactionbyRegion
AbreakdownofcustomersatisfactionattheregionallevelrevealsaSheetz-Wawatieintheirhomemarketofthe
Northeast.IntheMidwest,whereACSIscoresarethehighest,KwikTrip(withaK)topsQuikTrip(withaQ)by2points.IntheSouth,WawaandSheetzdemonstratetheirstrengthbyshowingupagain—thistimeinterritorytheyhave
recentlyexpandedto—joiningTexas-basedBuc-ee’sforhighestsatisfaction.7-ElevenandChevronleadintheWest,althoughsatisfactionscoresinthisregionarewellbelowotherareas.
AMERICANCUSTOMERSATISFACTIONINDEX
CONVENIENCESTORES
CustomerSatisfactionLeadersbyRegion0-100Scale
BRANDREGIONALACSI
NORTHEAST
82
82
MIDWEST
85
83
SOUTH
82
81
81
WEST
76
74
Wawa
Buc-ee’s
Sheetz
KwikTrip
QuikTrip
7-Eleven
Chevron
Sheetz
Wawa
Source:ACSIConvenienceStoreStudy2025.?2025AmericanCustomerSatisfactionIndexLLC.Allrightsreserved.
ChartsextractedfromthisstudyformediausemustincludeastatementidentifyingthestudyoforiginandthepublisherastheAmericanCustomerSatisfactionIndexLLC.Noadvertisingorotherpromotionalusecanbemadeofthedataand
informationinthisstudywithouttheexpresspriorwrittenconsentofACSI.
Overall,ratingsofthevariousfactorsthatmakeuptheconveniencestorecustomerexperiencearequitestableyearoveryear.
Someofthebiggestchangesinvolveaspectsrelatedtomobileappusage.With34%ofallrespondentsindicatingtheyhaveusedthestore’smobileapp(and60%amongloyaltyrewardsprogrammembers),mobileappquality(84),appreliability(82),and
mobileorderpickupefectiveness(82)allimprove3%-4%from2024.Americanconsumershavecometoexpectamobileapp
accompanyingnearlyalloftheirfavoriteproductsandservices.Whilemobileappadoptionratesforconveniencestoresremainlowerthanthoseobservedinquick-servicerestaurants(QSRs)ortravelindustries,ACSIsurveyresultssuggestthatconveniencestoreappusageissteadilyincreasingamongcustomersfortheirprimarystore.Furthermore,theseappscontributepositivelytotheoverallcustomerexperience.
TheongoingevolutionofconveniencestoresaddinghotfoodoptionstorivalQSRscontinuestopayofassurveyresultsshow
customersareverypleasedwiththehotfoodqualityandfreshness(80)deliveredbyconveniencestores.Whetherit’samealon-the-goheadingintowork,one-stopshoppingoftheexitduringaroadtrip,ordinnerforthefamilywhilebusywithextracurricularactivities,conveniencestoreshave?rmlyestablishedtheirplaceasaviableoptioninthefoodservicelandscape.Nevertheless,thenewfoundprominenceinhotfoodservicehasnotcomeattheexpenseofthehistoricalfundamentalsoftheconvenience
storemodel.Scoresfortheconvenienceofstorehours(83)andlocation(82)alongwiththequalityofdispensedcoldbeverages(80)andspeedofcheckoutprocess(79)allremainstrong.
WWW.THEACSI.ORGINFO@THEACSI.ORG
?2025AMERICANCUSTOMERSATISFACTIONINDEXLLC.ALLRIGHTSRESERVED.5
AMERICANCUSTOMERSATISFACTIONINDEX
CONVENIENCESTORES
CustomerExperienceBenchmarksYear-Over-YearIndustryTrends
0-100Scale
Qualityofmobileapp
Convenienceofstorehours
Convenienceofstorelocation
Efectivenessofmobileorderpickup(e代ciency,convenience)
Reliabilityofmobileapp(minimaldowntime,crashes,lags)
Cookedfoodquality(taste,temperature,freshnessofingredients)
Qualityofdispensedcoldbeverages(fountaindrinks)
Courtesyandhelpfulnessofstaf
Layoutandcleanlinessofstore
Speedofcheckoutprocess
Varietyofcookedfooditemsavailable
Qualityandfreshnessofcofee
Varietyandselectionofmerchandise
Frequencyofsalesandpromotions
84
81
83
83
82
83
82
80
82
80
80
80
80
79
79
78
79
77
79
79
79
80
77
77
76
75
70
69
Source:ACSIConvenienceStoreStudy2025.?2025AmericanCustomerSatisfactionIndexLLC.Allrightsreserved.
ChartsextractedfromthisstudyformediausemustincludeastatementidentifyingthestudyoforiginandthepublisherastheAmericanCustomerSatisfactionIndexLLC.NoadvertisingorotherpromotionalusecanbemadeofthedataandinformationinthisstudywithouttheexpresspriorwrittenconsentofACSI.
WWW.THEACSI.ORGINFO@THEACSI.ORG
?2025AMERICANCUSTOMERSATISFACTIONINDEXLLC.ALLRIGHTSRESERVED.6
CustomerSatisfactionandLoyaltyRewardsPrograms
Asinmanyindustries,a?ercebattleisplayingoutamongconveniencestoresforloyaltyprogrammembersthrough
theoferingofvaluablerewardsprograms.Companiesthatcanbuildenticingrewardsprogramsthatcapitalizeontheirstorestrengthsandprovideappealingoferstocustomersarehavingsuccessnotonlywithnewcustomerattraction
butalsowiththesupremelyimportantcustomerretention.Thereisavastdiferenceinvisitfrequencybetweenrewardsmembers(64%atleastweekly)andnonmembers(45%).Likewise,rewardsmemberscontinuetobemuchmore
satis?edwiththeirstoreexperiencesoverall(79)thannonmembers(74).
AMERICANCUSTOMERSATISFACTIONINDEX
CONVENIENCESTORES
LoyaltyProgramStatusandVisitFrequency
Atleastweekly
64%
RewardsMembers
ACSI79
Less
frequently
36%
Atleastweekly
45%
Less
frequently
55%
Nonmembers
ACSI74
0-100Scale
Source:ACSIConvenienceStoreStudy2025.?2025AmericanCustomerSatisfactionIndexLLC.Allrightsreserved.
ChartsextractedfromthisstudyformediausemustincludeastatementidentifyingthestudyoforiginandthepublisherastheAmericanCustomerSatisfactionIndexLLC.NoadvertisingorotherpromotionalusecanbemadeofthedataandinformationinthisstudywithouttheexpresspriorwrittenconsentofACSI.
WWW.THEACSI.ORGINFO@THEACSI.ORG
?2025AMERICANCUSTOMERSATISFACTIONINDEXLLC.ALLRIGHTSRESERVED.7
Acrosstheentirecustomerexperience,rewardsmembersarefarhappierthannonmemberswiththeirconveniencestore.Fortheindustryoverall,mostcustomerexperiencemetricsare5ormorepointshigherforrewardsmembersthanfornonmembers,withsomebrandsseeingevengreaterdiferences.BeyondtheCXmetrics,othercriticalaspectssuchasperceivedvalue,customer
retention,andthelikelihoodtorecommendthebrandtoothersaresigni?cantlyhigheramongrewardsmembers.Inanindustrywheremanyoftheitemsoferedarethesame,conveniencestoresaretaskedwith?ndinguniquestrengthstodistinguish
themselves.Thebrandsthatfullyunderstandthemostimpactfulaspectsoftheirrewardsprogramswillbebestpositionedtodriveoverallsatisfactionhigherandenjoythebene?tsofaloyalcustomerbase.
AMERICANCUSTOMERSATISFACTIONINDEX
CONVENIENCESTORES
CustomerExperienceBenchmarksbyLoyaltyProgramStatus2025
0-100Scale
RewardsMemberNonmember
85
85
Convenienceofstorehours
82
Qualityofmobileapp
79
84
Convenienceofstorelocation
81
84
Efectivenessofmobileorderpickup(e代ciency,convenience)
77
84
Reliabilityofmobileapp(minimaldowntime,crashes,lags)
76
83
Cookedfoodquality(taste,temperature,freshnessofingredients)
77
82
82
Courtesyandhelpfulnessofstaf
77
Layoutandcleanlinessofstore
76
82
Qualityofdispensedcoldbeverages(fountaindrinks)
78
82
Varietyofcookedfooditemsavailable
76
81
Speedofcheckoutprocess
78
80
Qualityandfreshnessofcofee
74
79
74
Varietyandselectionofmerchandise
75
Frequencyofsalesandpromotions
66
Source:ACSIConvenienceStoreStudy2025.?2025AmericanCustomerSatisfactionIndexLLC.Allrightsreserved.
ChartsextractedfromthisstudyformediausemustincludeastatementidentifyingthestudyoforiginandthepublisherastheAmericanCustomerSatisfactionIndexLLC.NoadvertisingorotherpromotionalusecanbemadeofthedataandinformationinthisstudywithouttheexpresspriorwrittenconsentofACSI.
WWW.THEACSI.ORGINFO@THEACSI.ORG
?2025AMERICANCUSTOMERSATISFACTIONINDEXLLC.ALLRIGHTSRESERVED.8
AMERICANCUSTOMERSATISFACTIONINDEX(ACSI?)
CustomerSatisfactionBenchmarksbyIndustry
0-100Scale
SoftDrinks84AthleticShoes83
NonhospitalCare83Breweries82
Full-ServiceRestaurants82Televisions82
FinancialAdvisors81 FoodManufacturing81HouseholdAppliances81
PersonalCareandCleaningProducts81PersonalComputers81
Banks80
Automobiles79
CreditUnions79
LifeInsurance79
OnlineRetailers79
Quick-ServiceRestaurants79
SpecialtyRetailers79
Supermarkets79
VacuumCleaners79
CellPhones78
GeneralMerchandiseRetailers78
VideoStreamingService78
Apparel77
ConsumerShipping77
OnlineInvestment77
PropertyandCasualtyInsurance77
Smartwatches77
ConvenienceStores76
HealthInsurance76
Lodging76
OnlineSportsBettingandiGaming76
CarRentals75
GasStations75
Hospitals75
MortgageLenders75
OnlineTravelAgencies75
Rideshare75
WirelessPhoneService75
Airlines74
EnergyUtilities74
FoodDelivery74
SocialMedia74
InternetServiceProviders72
U.S.PostalService71
SubscriptionTVService70
Source:ACSIConvenienceStoreStudy2025.?2025AmericanCustomerSatisfactionIndexLLC.Allrightsreserved.
ChartsextractedfromthisstudyformediausemustincludeastatementidentifyingthestudyoforiginandthepublisherastheAmericanCustomerSatisfactionIndexLLC.
NoadvertisingorotherpromotionalusecanbemadeofthedataandinformationinthisstudywithouttheexpresspriorwrittenconsentofACSI.
WWW.THEACSI.ORGINFO@THEACSI.ORG
?2025AMERICANCUSTOMERSATISFACTIONINDEXLLC.ALLRIGHTSRESERVED.
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