Case Study: Chevron achieves No. 1 customer satisfaction and up to 10% franchise revenue growth with HYPE Innovation

Chevron - Customer Case Study

Chevron, a global integrated energy company with about 6,000 employees, set out to strengthen revenue growth and customer loyalty for its new ExtraMile convenience-store brand by improving the in-store customer experience. Rather than relying solely on outside research, Chevron tapped its own employees for frontline ideas to reinvigorate store operations and brand loyalty.

Using Planbox’s Innovation Central, Chevron ran a five-week campaign inviting 2,400 employees and collected 112 detailed customer-service stories. A cross-functional review team distilled key themes into specific policy recommendations that franchisees implemented—driving up to 10% revenue gains for some operators, helping ExtraMile rank No. 1 in third‑party mystery‑shopper tests for two years, and supporting expansion (300+ locations with 80 more in development) and improved franchise recruitment.

Chevron

Michele Egger

Manager of Innovative Solutions