South African consumers rank highly the service offered in the country’s fuel service stations.
The first South African Customer Satisfaction Index (SAcsi) on service stations showed operators scoring 81 out of 100 which is the country’s highest customer satisfaction industry score to date.
SAcsi is a national economic indicator of customer satisfaction in the quality of products and services available to household consumers in South Africa.
According to SAcsi the score of 81 is also the highest stations in comparison to the countries where their fuel industry is measured, which includes top rated countries Turkey (76), UK (75), USA (73) and South Korea (70).
Fuel service stations measured were BP, Caltex, Engen, Sasol, Shell and Total.
A Sacsi release said Caltex and Shell share the industry leader position by scoring 3.4% and 0.9% respectively above the average satisfaction score.
Engen and Sasol achieved a rating on par with the industry score, while Total and BP both scored below par with scores 1.5% and 1.8% respectively below industry average.
Andre Schreuder, founder and chair of SAcsi.said Caltex and Shell can attribute their industry leader position to the fact that their customers have a higher perceived value of them than the customers of the other petroleum service stations. “Perceptions play an integral role in customer satisfaction, and it is interesting to see that although there is no price differentiation between petroleum service stations in terms of the fuel price, customers perceive the value that they receive from the various service stations differently,” said Schreuder. “This means that perceived value at fuel service stations is influenced by elements other than the price of fuel”.