LUKOIL is doing its best to expand the scope of services offered to motorists and continuously improves their quality.
The current trend in gas station management by the oil companies is to switch to fully automated operation (without personnel). Self-service gas stations (SGS) are designed to make it possible for the driver to fill his/her motor vehicle tank by him/herself (without any permanent service personnel). The station’s whole system is automated. SGS operations are controlled remotely through a dispatcher.
SGSs are not only practicable for the Company (they help cut costs and improve performance of the sales units), but also for the cities and motorists. UGS’s are convenient for the consumers because they help reduce the filling time, make it possible to fully control the filling process, and are open 24/7. No less important is the reduced fuel cost (due to the absence of the operating component and personnel costs).
For more than four years the “Mystery Client” program has been used in LUKOIL’s sales business. It seeks to provide higher customer service quality at the Company’s gas stations. Performance of the gas station’s personnel is assessed using numerous parameters; the assessment is conducted by a third party company.
To establish trustful relations with the customers and receive a feedback the Company has organized a system framework that involves timely response to the customers’ applications and management of their claims. For this purpose there is a hotline and ways to directly contact the gas station’s authorized employee. Sales organizations constantly perform customer satisfaction surveys. For instance, in April 2014 a survey was conducted to study the opinion of the existing and potential customers of LUKOIL-Volganefteprodukt’s gas stations in which 5,242 respondents were involved.
LUKOIL fuel card was introduced for the customers’ convenience and is accepted by the absolute majority of the Company’s gas stations. Experience has proven that the cards are in demand among motorists, which is an evidence of a high customer focus delivered by this service. Gasoline cards offer a number of advantages to the motorists, including safe non-cash fuel purchase, savings and control over fuel costs, transaction details through a personal account, cost planning and discounts.
Starting in 2011, in Moscow LUKOIL fuel cards can not only be used to buy fuel, but also to pay for car wash and tire fitting services. Car wash and tire fitting shop partnership network offers a wide range of high-quality low-cost services, including several programs to wash different types of cars and mobile tire fitting services. LUKOIL’s customer incentive program switched to uniform conditions in all Russian regions.