Optimizing Speed of Service: A Competitive Advantage for C-stores

Convenience stores are rapidly evolving, becoming go-to destinations for more than just quick purchases. With the rise of prepared foods, enhanced store layouts, and loyal customer bases, c-stores are now competing directly with quick-service restaurants (QSRs). However, one key factor can make or break this advantage—speed of service.

The Impact of Slow Service on C-store Sales

Research shows that speed plays a critical role in customer retention. In fact, a recent BlueDot survey found that 57% of consumers will abandon their purchase if they see a long line.¹ For c-stores aiming to boost foot traffic and sales, improving transaction efficiency is a must.

At Steritech, we analyzed data from 25,000+ operational assessments across 10 QSR brands in 2023. The results were clear: shorter service times drive higher customer satisfaction and repeat visits. For c-stores, even a 1% increase in completed transactions can generate over $30,000 in additional annual merchandise revenue per store ².

Why C-stores Lag Behind in Service Speed Optimization

Unlike QSRs, c-stores tend to focus on implementing core food safety programs versus assessing speed of service in a separate operational excellence program. Another key difference is QSRs undergoing an average of 2.66 assessments per year, while c-stores only conduct 1.92. However, research shows that four assessments annually can drive up to six times more operational improvements.

Key Strategies to Enhance Speed of Service

By leveraging data-driven insights and best practices from QSRs, c-stores can significantly optimize their operations. Here’s how:

1. Increase Staffing Levels – Allocate additional part-time employees during peak hours.
2. Maintain Equipment Regularly – Schedule proactive maintenance to prevent breakdowns.
3. Improve Communication – Use digital tools to enhance team coordination.
4. Manage Customer Flow – Implement express lanes or digital queue systems.
5. Enhance Training Programs – Provide ongoing coaching to improve efficiency.

Gain Exclusive Industry Insights

For an in-depth analysis of speed of service trends and actionable strategies, download our exclusive report: "Insights for Convenience Stores: Speed of Service – Key Opportunities to Expedite Customers and Accelerate Sales."

1 The Convenience Experience Report, Blue Dot. Published June 27, 2022. Accessed July 23, 2024. 

2 “Convenience Store Brand Experience: Expectation vs. Execution.” Steritech. Published November 2022.