Convenience Store Satisfaction Dips as Digital and In-Store…

Event summary

Customer satisfaction with convenience stores drops 1% to an ACSI score of 75 in 2026.
Mobile app quality declines 5% to 80, the largest drop in the study.
Store layout and cleanliness fall 3% to 77, with bathroom cleanliness debuting at 74.
Meijer rises 5% to 82, claiming the top spot, while Kwik Trip drops 6% to 79.
Rewards program members score 4 points higher than nonmembers and visit more frequently.

The big picture

Convenience stores are expanding their value proposition with more digital capabilities and food service offerings, but customer satisfaction is lagging due to poor app quality and in-store conditions. The industry's shift toward fewer, more selective trips raises the stakes for each visit, making operational excellence critical. Meijer's rise and Kwik Trip's decline highlight the competitive dynamics at play as brands struggle to balance innovation with execution.

What we're watching

Digital Friction: How the decline in mobile app quality will impact customer retention and frequency of visits.
Operational Standards: Whether convenience stores can improve in-store conditions to match expanding service offerings.
Competitive Shifts: The pace at which leading brands like Meijer and Wawa can sustain their customer satisfaction advantages.