About the Trimark of Excellence Program

Register to Win In 2010, we celebrated our 100-year legacy by rolling out our bright, modern, new gas station look for the future. Since then, people have told us that the new image helps boost gasoline sales and brings new customers.

We want to continue to maintain and enhance the CITGO brand image, so we put together a new and improved mystery shop program. We call it the Trimark of Excellence.

Mystery Shop Frequency

Your locations will be shopped secretly by a third-party vendor four times in 2012, so we can give you better feedback.

Shop One: Jan. 1 - March 31
Shop Two: April 1 - June 30
Shop Three: July 1 - Sept. 30
Shop Four: Oct. 1 - Dec. 31

Grading System

Scores are based on a series of questions, of which some have partial credit. This helps you quickly focus on the areas that need improvement.

Questionnaire

The questionnaire puts more emphasis on consistency and is divided into three sections that, together, make up the overall experience of your customers—fueling, shopping and customer service.

Rewards

CITGO will provide gasoline suppliers with quarterly rewards for retail locations scoring 95% or higher on a given shop. CITGO will also provide gasoline suppliers with annual rewards for the top 5% of retail locations averaging 90% or higher on all four shops.

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

Review

You will be notified that your mystery shop survey was completed at the end of each shop. Contact your CITGO gasoline supplier to review your results. Your gasoline supplier will provide recommendations for improvements and possible training to improve your score. Beginning in the fourth quarter of 2012, the following penalties will be applied to CITGO gasoline suppliers for each location scoring less than 70 percent on any given shop.

1st failure - warning letter (no charge)
2nd consecutive failure - $100 charge
3rd consecutive failure - $200 charge and subject to debrand
4th consecutive failure - $500 charge and subject to debrand
5th consecutive failure - $1,000 charge and subject to debrand

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

Quick, easy-to-understand performance reports
A complete survey review after each shop
A request for appeal process should you question your scores for any reason