Slide 1: Intouch – CSP Study Insights & Customer Experience Award
Intouch – CSP Study Insights & Customer Experience Award
Slide 2: Industry Insights
Industry Insights • VS. QSR • VS. Coffee Shops • Fuel Purchases • Loyalty Programs • Last Mile Services • Mobile Applications • Third Party Delivery 2
Slide 3: Data Types
Data Types • Consumer Data • Responses from individual consumers being surveyed across the country • Field Study Data • Data points captured by our field teams who are performing audits or mystery shops at locations 3
Slide 4: Competing with Quick Serve Restaurants
Competing with Quick Serve Restaurants 4
Slide 5: Consumers report…
Consumers report… Percent of respondents who purchased ready-made food from a convenience store by age • 76% of consumers 20-30 81% reported having purchased 31-40 87% prepared food from a 41-50 81% convenience store 51-60 75% • Popularity highest amongst 61-70 73% younger consumers 71+ 69% 5
Slide 6: Satisfaction with ready-made food
Satisfaction with ready-made food 1% 6% 30% 36% 27% I would not buy ready- I would purchase ready- made meals from a made meals from a convenience store again. convenience store again. 6
Slide 7: To purchase or not to purchase?
To purchase or not to purchase? Why do you purchase food from a Why do you not purchase food from a convenience stores? convenience store? 1. Can purchase gas at the same time 1. Prefer fast-food options 2. Faster than drive-thru 2. Food is too expensive 3. Located along my commute 3. Prefer to rema
Slide 8: Convenience Store Scorecard
Convenience Store Scorecard Was the sandwich Was the sandwich Was the wait time How would you rate the cooler clean? cooler fully stocked? acceptable? variety of products? 97% 85% 95% 90% 8
Slide 9: Competing with Coffee Shops
Competing with Coffee Shops 9
Slide 10: Consumers report…
Consumers report… What influenced their decision on where to purchase coffee? • 88% of coffee drinkers Convenience 45% surveyed reported having Taste 44% purchased coffee from a Price 40% convenience store • And of those who Ability to purchase other items 25% purchased, 96% said they Food options 2
Slide 11: Why not purchase?
Why not purchase? Why they wouldn’t purchase again? • For those who won’t Poor Taste 63% purchase again, poor Incorrect Temperature 40% taste was the #1 reason Price 27% Base Store experience 22% Other 6% 11
Slide 12: Convenience Store Scorecard
Convenience Store Scorecard Were all types of coffee Were there Was the coffee Was all coffee displayed available for milk alternatives? area clean? equipment operational? purchase? 94% 91% 94% 55% 12
Slide 13: Fuel Purchases
|INTOUCH INSIGHT Fuel Purchases
Slide 14: Consumers report…
Consumers report… How did they prefer to pay for gas? 4% 5% • Customers interact with 8% the outside of the store At the pump In-store ► 80% of consumers surveyed Mobile app report typically purchase gas No preference from a convenience store ► 83% of consumers prefer to pay 83% at the pump 14
Slide 15: Convenience Store Scorecard
Convenience Store Scorecard Was the pump Was the parking lot and Was the pump island Were the front door island(s) and its store entrance free of properly supplied? and windows clean? pumps clean? garbage and debris? 97% 90% 94% 92% 15
Slide 16: Loyalty Programs
|INTOUCH INSIGHT 4 Loyalty Programs \ NN— kine tok eee
Slide 17: Consumers report…
Consumers report… The factors that influence their decision with choosing a petro-convenience store Price of gas 72% ► 76% of consumers surveyed say they would choose a brand Location (proximity to my house) 67% with a loyalty program over a competitor without Loyalty program 30% ► 82% of consumers
Slide 18: Consumers report…
Consumers report… Industries they are part of a loyalty program with • 94% of consumers say Grocery 79% they are part of a loyalty Restaurant 63% program Fast food 62% • But only 53% of those Convenience/Gas 53% surveyed said they were Travel 49% part of a loyalty program at Automotive 22% a petro-c
Slide 19: Convenience Store Scorecard
Convenience Store Scorecard Did the cashier mention Did the store have any loyalty anything about the card information and/or loyalty loyalty program? marketing material in place? 28% 72% 19
Slide 20: Alternative Last Mile Services
Alternative Last Mile Services 20
Slide 21: Consumers report…
Have you used an alternative Consumers report… shopping method (delivery, curbside pickup, etc.) to make a purchase at a Petro-Convenience store? 60% • Usage of alternative last 50% mile services has started 40% to take-off with a 47% 30% increase since Fall 2021 20% 10% 0% Fall 2020 Spring 2021 Fal
Slide 22: Consumers report…
Consumers report… Which alternative shopping method have you used at a Petro- Convenience store? • Use of Delivery found 87% 86% 74% 71% the largest increase 60% amongst those trying 46% 36% 35% alternatives Curbside Pickup Delivery Fall 2020 Spring 2021 Fall 2021 Summer 2022 22
Slide 23: Consumers report…
How did you make your delivery Consumers report… purchase? 47% • Delivery via Third-Party 37% App has seen the 32% greatest surge in 19% 19% 19% adoption Store App Store Website Third-Party App Fall 2021 Summer 2022 23
Slide 24: Consumers report…
Consumers report… What items did you purchase through mobile ordering? Food options (Sandwiches, etc.) 78% • When asked which items Groceries (Milk, Cream, etc.) 77% respondents typically purchase Snacks (Chips, Chocolat, etc.) 55% from Petro-Convenience stores Drinks (Fountain, Sports, Iced Tea, et
Slide 25: Consumers report…
Would you use alternatives with a Consumers report… convenience store in the future? 20% • For those consumers who have not used an alternative last mile service, lack of interest is 46% Yes No the number one reason. Unsure • But overall, 46% of respondents say they would 34% consider using in the f
Slide 26: Study Updates
|INTOUCH INSIGHT Study
Slide 27: Mobile Apps
Mobile Apps We measured EASE ▸ Was it easy getting started? ▸ Was it easy to place your order? We measured EXECUTION ▸ Was the order ready on time? ▸ Was the order processed correctly? We measured EXPERIENCE ▸ Overall satisfaction using the app ▸ Likelihood to use the app again ▸ Net Promoter Score
Slide 28: Mobile Ordering: Trend
1.5% Increase in Average Mobile Ordering: Trend score for Convenience Participants 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% McDo nald's Panera Bread Starbucks Subway CSP 1 CSP 2 CSP 3 CSP 4 28 2018 2019 2021 2022
Slide 29: Mobile Ordering
3% Gap between average Mobile Ordering convenience score and average QSR score. 100% 94% 93% 93% 92% 91% 89% 90% 82% 80% 70% 70% 60% 50% 40% 30% 20% 10% 0% McDo nald's CSP 1 Panera Bread CSP 2 CSP 3 Starbucks Subway CSP 4 2022 29
Slide 30: 2022 Continued Improvements
2022 Continued Improvements 120% 98% 98% 100% 95% 90% 90% 90% 89% 87% 83% 80% 75% 72% 70% 60% 40% 20% 0% Ease of getting started Ease of ordering Estimated wait time accuracy Order accuracy 2019 2021 2022 30
Slide 31: Mobile Ordering study data – CSP to QSR comparison
Mobile Ordering study data – CSP to QSR comparison 100% 96% 94% 91% 92% 95% 86% 89% 86% 90% 89% 81% Overall Satisfaction Likelihood to use Ease of getting Ease of placing order Order ready by Was order processed again started estimated wait time properly CSP QSR 31
Slide 32: Closing the Gap
Closing TOTAL LIKES TOTAL LIKES the Gap Promoters Detractors 40% 80% 75% 74% 36% 72.60% 69% 70% 35% 70% Convenience within 1% 29% 60% 30% on promoters 60% 25% 25% 50% QSR steadily increasing promoters 45% 44% each year 20% 40% 16% Detractors increased in Convenience 15% 15% 15% 30% 10% 10% 20% 5% 5%
Slide 33: Third Party Delivery
Third Party Delivery We measured EASE ▸ Was it easy using the App/Website? ▸ Was it easy to place your order? We measured EXECUTION ▸ Was the order delivered on time? ▸ Was the order processed correctly? ▸ Was the food temperature acceptable? We measured EXPERIENCE ▸ Overall satisfaction using the s
Slide 34: Mobile App vs. Website
Mobile App vs. Website 2021 2022 100% 100% 100% 92% 93% 92% 89% 91% 91% 91% 89% 90% 86% 90% 86% 87% 80% 80% 70% 70% 60% 60% 50% 50% 40% 40% 30% 30% 20% 20% 10% 10% 0% GrubHub Door Dash Uber Eats 0% GrubHub Door Dash Uber Eats App Users We bsite Users Total 34 App Users We bsite Users Total
Slide 35: Third Party Delivery study data – CSP to QSR comparison
Third Party Delivery study data – CSP to QSR comparison 91% 89% 88% 83% 83% 82% 82% 79% Overall Satisfaction Likelihood to use again Order ready by estimated Was order processed properly delivery time CSP QSR 35
Slide 36: 3rd Party
2018, 2019, 2021, 2022 2018, 2019, 2021, 2022 3rd Party Promoters 90% Detractors 60% 82% 80% 50% 50% 69% 69% 70% 60% 39% 60% 40% 52% 50% 50% 33% 50% 30% 43% 30% 40% 40% 24% 20% 21% 30% 30% 20% 18% 15% 20% 11% 10% 10% 0% 0% 0% 0% 0% 0% GrubHub Door Dash Uber Eats GrubHub Door Dash Uber Eats 2018 2019
Slide 37: Thank You!
Thank You! VA INTOUCH INSIGHT