Customer experience for convenience and fuel retailers

The pump gets the visit. The experience earns the return.

Two stores can sell the same fuel at the same price and give drivers very different reasons to come back.

See what customers are saying across the forecourt, store, and checkout, and where the experience changes from location to location.

We’ll tailor it to your store footprint and the questions your teams need answered.
Request a 20-minute walkthrough
pgtv_hero_optionC_600x400

Same fuel. Same price. Different store.

Most chains can see which locations are ahead on fuel volume, inside sales or experience scores. The harder question is why. A clean restroom, a stocked coffee bar and a fast checkout can change how the whole stop feels, but those details rarely live in one report.

These findings show that the experience inside the store matters to many drivers. The next question is what makes one stop worth repeating. That's where SMG steps in. 

  • 82%

    A store worth the drive

    Say they will drive five minutes out of their way for the convenience store they like.

  • 64%

    Beyond the pump

    Of drivers who filled up also went inside the store, the highest share since NACS began tracking it in 2007.

NACS Consumer Fuels Survey, reported by NACS Magazine, October 2025.

See the full stop. Find the reason to return.

A driver experiences the pumping station, restroom, food service area, and checkout as one visit. Your teams need a view that follows the same path.

Request a demo

One visit

  1. Pump

  2. Door

  3. Restroom

  4. Foodservice

  5. Checkout

The return visit

Connect the visit ⛓️

Bring feedback from each touchpoint into one view with Ignite®, instead of measuring the stop in pieces.

Find the store-level why 🚨

Look beyond average scores to the comments and recurring themes that distinguish your best locations from the rest.

Put insight to work 👷

Get the right signals to store and district leaders, prioritize what needs attention and track the action taken, backed by SMG's benchmarks and support team. 

Turn what customers tell you into action at every location

Role-based dashboards and alerts help store managers, district leaders and executives focus on the issues they can address. It works alongside CRM, POS and other platforms you already use.

CAR WASH DATA

Likelihood to return · unlimited members

88%

Problem resolved well

Members highly satisfied with the resolution

81%

No problem at all

Members who had no problem

SMG research with a car wash brand. Self-reported likelihood to return, not observed fuel-store visits.

Find out what earns the return at your stores

SMG's Ignite® platform brings feedback across the visit together so teams can see what sits behind location-level performance. See how SMG can help you compare the full visit across locations, understand the gap between stores and decide what to fix first.

With SMG, it’s not just about measuring the customer experience. We receive insights and recommendations so we can create effective plans to really impact what we want to impact—in the end, that our customers receive a better experience.

Fernando Perez

Vice President, Operations, Pollo Campero