Changes to the ExxonMobil Mystery Shop Program have happened before. In 2015, the ExxonMobil Mystery Shop Program was reformed. With some sweeping changes to the evaluation, the new structure was meant to measure the consumer buying experience with a focus on clean and safe locations.
The focus of these programs are to enhance the experience of the customer. As business owners facing major competition in the market, our goals should align with this mission as well.
ExxonMobil has made further changes to their Mystery Shop for 2016. There continues to be a focus on the key elements like the price sign, dispensers, overall facility cleanliness, staff and restroom. However, there will also be heavily weighted questions toward their new Plenti Rewards Program.
ExxonMobil has identified that consumers value an experience that is quick and easy, fosters loyalty, and goes above and beyond the competition. That is why there will now be questions on the audit like, “Are Plenti Rewards Cards visible?”, and, “Are Speedpass hose flags visible?”, and, “Did the staff member mention the Plenti Rewards Program at checkout?”
They are even incorporating a Plenti Spot Award Program for Exxon or Mobil Employees. If the shopper is asked about Plenti as mentioned above, they will receive a $25 gift card! Read More about the Plenti Spot Award Program here.
If you are not already actively promoting loyalty at your stores, you are missing out on getting customers to come back to you. ExxonMobil data has shown that consumers are more likely to redeem points at the pump over other retailers that are a part of the program. That means you have a huge return on investment for promoting the program. Read more about why you should participate in the Plenti Program and how it benefits you.
Be sure to get the most up to the minute training for you and your staff on ExxonMobil’s Training Resource Center. You can also download the new Site Experience Brochure (Coming Soon) that goes over the questions on the audit and what the brand expects.
