The U.S.’s most-beloved convenience store might surprise you. According to a new survey, it’s Meijer, a Michigan-based company that has stores called Meijer Express, that has the heart of the nation. Though, if you don’t live in, or frequent the Midwest, you may not have ever heard of it.
Regardless, the convenience store came in first in the American Customer Satisfaction Index (ACSI). Over the past year, the chain rose in the rankings by 5% for a score of 82 — the largest jump of any other brand in the study.
Second place was a three way tie between QuikTrip, Sheetz, and Wawa which all earned a score of 80. Meanwhile, Kwik Trip, which landed in first place just last year, saw its score drop by 6% for a third place finish at 79.
Meanwhile, Buc-ee’s, the Texas-based gas station and convenience store with a cult-like following, came in at number seven. The chain tumbled three percentage points to tie with Maverik, Pilot, Racetrac, and Shell with a score of 77.
“Convenience stores are asking customers to do more inside the store and more on the app than ever before. Order ahead, scan loyalty cards, redeem offers, pick up food. Customers are willing to engage with all of it,” said Forrest Morgeson, Associate Professor of Marketing at Michigan State University and Director of Research Emeritus at the ACSI, in a press release.
Morgenson continued, explaining that, as customers are tasked with more, the bar is getting higher for convenience stores at the same time. “But every new capability is a new expectation. When the app is clunky, the bathroom is neglected, or the store feels disorganized, that shapes how customers judge the entire visit. The industry has figured out what to sell. Now the experience of buying it has to catch up.”
Meijer, which recently opened new stores in Plymouth Township, Michigan, Fishers, Indiana, and is set to open a Pittsburgh location in 2027, seems to be doing something right as customer satisfaction has dipped slightly at convenience stores. Overall, customer satisfaction has dropped by 1% to an ACSI score of 75. Staff courtesy and helpfulness dropped by 1%, too, for a score of 78. And mobile app quality dropped by 5% for a score of 80.
A Meijer spokesperson told Fast Company, that the brand is “honored to be recognized by customers as the top convenience store brand in the U.S.” The spokesperson continued, “Customers are increasingly looking for value and convenience, and our mPerks rewards program and Meijer Express stations offer both in a format that is easily accessible while fueling up or on the road.”
They added, “Our team puts a lot of effort into making sure visiting our Meijer Express locations is a great experience.”
At a time where many complain that customer service is disappearing, Meijer’s recent ranking seems to prove that shoppers still value businesses that make convenience store shopping actually feel, well, convenient. According to the chain’s website, Meijer began as a barbershop in Greenville, Michigan back in 1934 when the business was “guided by a commitment to customers, team members, and community.”
The page says those principles are still its “core values” today in its over 500 supercenters, grocery stores, and express locations.
