Forecourt Trader - 30 years at the heart of the fuel retailing community

Best oil company initiative: winner

Listen. Analyse. Act. This is the premise of Shell's successful Tell Shell: UK Voice of the Customer programme. The aim of the initiative was to increase customer satisfaction. Customer feedback was gathered through the use of Tell Shell cards, newsletters and voice-of-the-customer analytics. Shell used it to create a Customer Charter, which comprises four pillars of service: treated like a guest; quick and easy; clean and bright; and everything works.

On the product front, there was a focus on brands such as deli2go and Costa Coffee. Other initiatives that met with favourable response from consumers included bringing back forecourt service, with assistants helping with filling up, air and water, and the launch of the innovative mobile payment app.

This all required an investment in staff training, focusing on the improvements and the benefits they can bring to a site.

The results of Tell Shell have been excellent, with a 20% increase in the number of consumers who would highly recommend Shell to others.

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Weekly Fuel Prices 14 August 2017
RegionDieselLPGSuper ULUL
East117.78126.20116.58
East Midlands117.17126.70116.22
London117.7259.90127.04116.54
North East116.9560.90129.14116.15
North West117.36126.64116.53
Northern Ireland116.19122.90115.51
Scotland117.41124.99116.52
South East118.0359.90127.89116.96
South West117.7463.40125.47116.65
Wales117.10127.21116.19
West Midlands117.39126.42116.62
Yorkshire & Humber117.0267.40127.01116.21

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