With more than 10 million combined ratings and reviews, GasBuddy users are speaking loud and clear about what does and doesn’t work in convenience stores.
And we listened to their feedback. In The GasBuddy Guide to Avoiding 8 Common Customer Experience Mistakes, we highlight common concerns and discuss what retailers can do to avoid them.
Here’s a brief preview.
8. Slow Wi-Fi
Today’s customers view Wi-Fi as a requirement rather than a perk. Slow or spotty Wi-Fi is often worse than having none at all.
7. Dirty Restrooms
Bad restrooms are bad for business. They’re the number one reason for negative reviews on GasBuddy. Many of today’s leading brands make restroom quality a core component of their business strategy.
6. Ignoring the Forecourt
The experience at the pumps is the “first handshake” that welcomes customers into your stores. When done right, it can enhance your reputation and drive the sale of in-store items. When done poorly, it can push customers away and negatively affect your brand.
5. Not Using Restaurant Best Practices
For convenience stores with foodservice, it’s essential to adopt best practices from the restaurant industry. Failure to do so can lead to customer service issues and missed opportunities for sales.
4. Unengaged Employees
It’s no secret that turnover is a challenge but today’s leading brands understand the value of investing in training and retention. GasBuddy Business Pages provides access to data that can be used to track both high- and low-performing locations.
3. Messy Stores
Convenience stores can’t afford to let a messy environment detract from the customer experience. Since they already face a gas penalty—the perception that their products, especially food, are somehow of a lower quality due to the presence of fuel pumps—they have to be diligent with regard to cleanliness.
2. Failure to Stand Out
When convenience stores fail to differentiate themselves and stand out from their competitors, this also affects their ability to lure business away from coffee shops and quick-service restaurants.
1. Ignoring Online Reviews
Your stores are being rated and reviewed whether you know it or not. Not only do gas GasBuddy ratings and reviews provide unprecedented insight into brand perceptions and customer experiences, but GasBuddy Business Pages partners have access to tools that make it easier to listen and respond. Stores that fail to respond to negative reviews miss an opportunity to win customers back and they also put their brand’s reputation at risk as potential customers encounter those reviews.
The full report (PDF) is part of the GasBuddy Guidebook: a playbook for fuel marketers and convenience store chains. Please contact us to request a copy.