Trimark of Excellence

Lorem ipsum dolor sit amet, consectetur adipiscing

Trimark of Excellence

The Trimark of Excellence Mystery Shop Program is uniquely designed to protect the integrity of the CITGO brand and reward your 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.


Three Easy Steps to Increase Your Business

Small improvements in each of these areas could reap big rewards!

Fueling Excellence

Improve your location's outside appearance.

Learn More

Shopping Excellence

Improve your location's inside appearance.

Learn More

Customer Excellence

Improve your location's customer service.

Learn More

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Mauris tempusĀ pellentesque in est in neque fermentum bibendum a non nunc.

  • Mystery Shop Program
  • Rewards
  • Results


Your locations will be shopped secretly by a third-party vendor quarterly, 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

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.


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.

Download Questionnaire

Cashier w/ customers
Optional caption lorem ipsum dolor sit amet, consectetur adipuscing eli

Quarterly Rewards

CITGO will provide gasoline suppliers with the following for retail locations scoring 97% or higher on a quarterly shop:

  • $150 in CITGO Gift Cards
  • A letter of commendation
  • A performance certificate to display in the store

Annual Rewards

CITGO will provide gasoline suppliers with the following for the top 500 locations:

  • $500 in Visa® gift cards
  • A recognition plaque
  • A letter of commendation

Retailer Rewards


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, 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.

  • 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
  • 5 or more failures - $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

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.

RFA Instructions

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.

ISP Instructions

ISP Form

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.

Make Your Mark. Reap The Rewards.