Wawa tops Sheetz in customer satisfaction showdown

Jack Aylmer

IT’S A RIVALRY THAT’S BEEN BREWING FOR YEARS IN THE WORLD OF CONVENIENCE STORES— AND NOW WE FINALLY HAVE SOME NUMBERS TO STIR THE POT.

THE LATEST SURVEY FROM THE AMERICAN CUSTOMER SATISFACTION INDEX IS IN, AND WAWA HAS EMERGED AS THE TOP PICK FOR CUSTOMER SATISFACTION, BEATING OUT SOME TOUGH COMPETITION, INCLUDING ITS LONGTIME RIVAL, SHEETZ.

WAWA SCORED 82 OUT OF 100 IN THE SURVEY, TAKING FIRST PLACE AMONG U.S. CONVENIENCE STORE CHAINS.

SHEETS WASN’T FAR BEHIND, LANDING IN FOURTH WITH A SCORE OF 79, BUT THE GAP BETWEEN THEM IS A REMINDER OF JUST HOW STRONG THE COMPETITION IS. 

ACCORDING TO THE ACSI, WAWA’S EDGE COMES FROM ITS BROAD APPEAL, ESPECIALLY AMONG LOW-INCOME CUSTOMERS WHO APPRECIATE ITS BALANCE OF QUALITY AND VALUE. 

QWIKTRIP, WASN’T FAR BEHIND EITHER, COMING IN SECOND WITH A SCORE OF 81, WHILE TEXAS FAVORITE BUC-EE’S AND MURPHY USA TIED FOR THIRD WITH 80. 

CONVENIENCE STORES ARE MOVING BEYOND JUST FUEL AND SNACKS. 

WHETHER IT’S WAWA’S HOAGIES OR SHEEETZ’S MADE-TO-ORDER SANDWICHES, HIGH-QUALITY FOOD OPTIONS ARE BECOMING A DEFINING FACTOR.

ACCORDING TO THE RECENT SURVEY, IT’S NOT JUST ABOUT FOOD, THINGS LIKE EXTENDED HOURS, MOBILE APPS, AND LOYALTY PROGRAMS ARE KEEPING CUSTOMERS ENGAGED.

SOME CHAINS LIKE 7-ELEVEN AND SHELL SCORED LOWER.

WE’VE GOT A LINK TO THE FULL RANKINGS ON OUR WEBSITE – YOU CAN ALSO FIND THEM BY DOWNLOADING THE STRAIGHT ARROW NEWS APP.