Convenience Store Customer Experience Management

In the hyper-competitive convenience store industry, having the real-time data you need to act with agility is paramount. Our industry expertise, deep competitive benchmarks, and intuitive reporting platform provide the customer, employee, + brand insights you need to drive actions that help you stand out against direct competitors, quick-service restaurants, and grocery.

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CX + EX management

By combining customer + employee feedback in an integrated reporting platform, you can access deeper insights to make more informed business decisions.


Brand experience

SMG’s brand experience solution helps organizations understand what customers really think and do through traditional brand trackers, branded competitive benchmarks, and real-time behavioral insights + visit metrics from millions of consumers. Our dedicated team of brand research experts helps you answer critical business questions and gain deeper perspective on your customer, your brand, and the market.


C-store benchmarks

We have the most robust c-store benchmarks in the industry—enabling clients to compare performance against industry averages and same-segment competitors based on billions of quantitative + qualitative inputs from customer feedback.

SMG has not only provided us with a VOC platform, but works with us in embedding the programme in the markets and frontline.

Global CX Innovation Manager | Shell

As we evaluated customer experience vendors, SMG’s unique partnership model combined with its convenience store experience and program scalability were a few of the key differentiators.

SVP of Operations | Refuel

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Professional services

Don’t settle for being data rich but insights poor. SMG’s client insights teams + advanced-degree researchers partner proactively each step of the way to help you turn mountains of feedback + behavioral data into actionable insights that help drive customers into your store—and keep them coming them back.

Frequently Asked Questions

CX management is used to gather convenience store customer experience data across touchpoints in the customer journey, including interactions from brand websites, online reviews, POS transactions, branded apps, and more.

To reap the benefits of a CX program, the collected data is analyzed with the assistance of AI technology to find patterns and customer trends that can be used to identify and address problem areas or strategies that are functioning well.

The best strategy to adapt to evolving customer expectations will vary from brand to brand and even store to store. Brands should regularly refer back to their newest CX data to make sure they focus on areas with the greatest potential benefit to the customer experience.

Case Study
Engage customers on their terms with in-app feedback channels
Case Study
Local to global: How Shell tested market-level changes to make worldwide improvements
Top Partnership Insight
Drivers are willing to pay more for a higher level of service at the pump

Get in touch with our industry experts.