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About the Trimark of Excellence Mystery Shop Program

You've Been Shopped! The Trimark of Excellence Mystery Shop Program is uniquely designed to protect the integrity of the CITGO brand and reward you for your day-to-day efforts to maintain it. It creates consistency across the brand and allows for tracking accomplishments as well as areas of improvement, both in store and at the pump.

Mystery Shop Frequency

Your locations will be shopped secretly by a third-party vendor four times per year, so we can give you better feedback.

About the Trimark of Excellence Program

Grading System

The grading system pinpoints your performance based on a possible score of up to 121 points (119 points plus 2 bonus points), with all questions allowing for partial credit. A pass/fail score will be given on select brand image questions.

Questionnaire/Checklist

The questionnaire/checklist emphasizes consistency and is divided into three sections that ecompass the overall retail experience of your customers—fueling, shopping and customer service.

Rewards

CITGO will provide gasoline suppliers with quarterly rewards for retail locations scoring 97% or higher on a given shop. CITGO will also provide gasoline suppliers with annual rewards for the top 500 locations.

For complete reward details, go to the Rewards section of this site.

Results

You will be notified that your mystery shop survey was completed after each shop. Contact your CITGO gasoline supplier to review your results. You can also review results on myCITGOstore.com, if your location is registered on the website. Just click the “Mystery Shop Results” button.

Your gasoline supplier will provide recommendations for improvements and possible training to improve your score. The following penalties will be applied to CITGO gasoline suppliers for each location scoring less than 80% on consecutive shops. It is up to them to decide whether or not to pass them on to you.

After the first-quarter results are completed, Retailers that register on this site will have access to:

Request for Action (RFA)

You have the ability to submit an RFA if you feel a scoring error was made on your Mystery Shop. RFAs must be submitted within 30 days from the shop OR 10 days after the end of the quarter, whichever comes first. For complete details on submitting an RFA, click here.

Image Solution Program (ISP)

The ISP allows you to earn points back when you take action to fix branding issues. It works via a new “Action Feedback” section on your quarterly mystery shop report. Under failed branding questions, you’ll receive specific actions to take to earn points back. ISPs must be submitted within 45 days from the shop. Click here for instructions on submitting an ISP.

ISP vs. RFA

Whether you’re taking specific actions to fix branding issues or disputing a score you feel was made in error, we offer two different ways to earn points back on your mystery shop. Click here for a quick overview of each.

Tips & Tricks

Tips & Tricks is a new feedback feature found on your quarterly mystery shop reports. Automatically populating under select questions, they provide you with solutions to file existing issues in order to avoid penalties on future shops. They do not offer points back.

 

 

 

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