Loyalty has strong potential—but only if properly executed. Data shows that 72% of convenience store shoppers are already enrolled in loyalty programmes, and 85% are willing to join when rewards are personalised. However, audits reveal that cashiers fail to mention loyalty in 65% of transactions. Why this matters: Simple in-store actions like staff prompts and coaching could significantly boost digital engagement, customer loyalty, and overall spending.
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GLORecord adoption of made-to-order food, retail-media screens that sell, and loyalty programs that pay off headline this year’s must-read benchmark for U.S. c-store chains.
Intouch Insight today released its 2025 Convenience Store Trends Report, an annual deep dive into how American shoppers define great convenience—and how leading chains are turning those expectations into revenue.
“By pairing on-site mystery shop and audit results evaluating performance at leading convenience-store brands with consumer survey data, this study shows exactly where the bar sits and how operators can clear it,” said Cameron Watt, President & CEO, Intouch.
Key Findings
- Made-to-order (MTO) goes mainstream – What the data says: 85% of U.S. shoppers have tried made-to-order food at a convenience store, and hot-meal purchases climbed from 29% in 2024 to 35% in 2025. Why it matters: Foodservice growth raises customer expectations to QSR-levels. Execution benchmarks need to change to capture market share.
- Value parity with QSRs – What the data says: 72% now view c-stores as a viable alternative to quick-service restaurants, up from 56% a year ago. Why it matters: Cross-industry competitive meal bundles and pricing analytics are table stakes to protect share-of-stomach.
- Loyalty as an engine—if executed – What the data says: 72% of shoppers are in a c-store loyalty program and 85% would join if rewards are personalized, yet cashiers failed to mention loyalty 65% of the time during audits. Why it matters: In-store coaching and prompts can unlock digital engagement, increased loyalty and incremental spend.
- Retail media turns screens into salespeople – What the data says: 47% of shoppers noticed digital ads on-site—almost double last year’s 27%—and more than one-third bought because of them. Why it matters: Coordinating content, placement, and measurement converts eye-share into high-margin ad revenue.
- EV charging drives incremental visits – What the data says: 20% of consumers choose a store specifically for its EV chargers; Millennials 25-34 over-index at 45%. Why it matters: Longer dwell times create an opportunity for bigger baskets if amenities like food, seating, and Wi-Fi, and service standards meet expectations.
- Clean stores, trusted food – What the data says: 70% say overall cleanliness influences whether they believe food is fresh. Why it matters: Consistent standards and audit routines build confidence, repeat visits, and positive reviews.
Taken together, these six trends reveal a convenience landscape where foodservice now rivals fuel, tech-enabled touchpoints extend dwell time, and loyalty programs bridge the gap between on-site and digital engagement. Success in 2025 and beyond hinges on synchronizing frontline execution with data-driven personalization—turning every visit into an opportunity to deepen share-of-wallet and strengthen brand affinity.
“The c-store of tomorrow is equal parts kitchen, media network, and energy hub,” adds Watt. “Operators who harmonize those roles won’t just meet expectations; they’ll redefine convenience for the next decade.”
The complete Convenience Store Trends Report, is available now at https://www.intouchinsight.com/resources/studies/convenience-store-trends-report/ .
About Intouch Insight
Intouch Insight helps multi-location brands achieve operational excellence and exceed customer expectations through powerful CX, operational excellence, and mystery shopping solutions. With more than 40 years of experience, Intouch Insight supports over 300 of the world’s most beloved brands.
SOURCE Intouch Insight
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