ENERGY PROVIDERS – Customer Satisfaction

THE CHALLENGE
The main objective of our client – an energy (liquid fuel) provider was:
to improve its client service in each of its petrol stations, boosting its customers’ satisfaction.
A secondary goal was to find any weaknesses in the provided service and to build a strategy preventing the possible negative effects (if any).

THE APPROACH
We designed and executed a quantitative survey: tablets assisted, 8 minute personal interview at the points of sale (petrol stations) among both individual customers and corporate clients.

THE OUTCOME
The survey results revealed extremely high levels of satisfaction with the fuel and the staff service quality among both target groups.

However, our analysis revealed some small details neglected by the company staff, yet being of importance for the customers.

Empowered by our conclusions and recommendations, our client was able to develop a simple strategy plan for the service staff to follow, thus maintaining its excellent performance and avoiding the possible negative experiences.