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

Customer service in petrol stations not up to scratch

04 October, 2010
Page 4 

Less than 1% of shoppers think petrol stations deliver good customer service, according to a poll by Retail Eyes. The National Customer Satisfaction survey of 5,712 UK shoppers revealed that only 0.8% of shoppers felt they got good service at forecourts.


Furthermore, 92% confirmed they had left an establishment before making a purchase after receiving poor customer service. And 74% agreed that they would be prepared to pay more for a product if it meant they received better service.


Tim Ogle, chief executive officer at Retail Eyes, said: "Our survey has highlighted that there's a real opportunity to use customer experience as a genuine point of difference to improve customer loyalty and repeat business."


Of the shoppers polled, 50% believed the best attribute for providing customer service was "listening and understanding what the customer wants".

  • Weekly
  • Weekly
  • Daily
Weekly retail fuel prices: 10 December 2018
RegionDieselLPGSuper ULUL
East Midlands131.66133.08122.31
North East131.02133.24120.36
North West131.66130.27121.42
Northern Ireland129.6972.90134.65121.32
South East132.6863.90133.14123.11
South West132.1667.90131.56122.81
West Midlands131.34133.10121.95
Yorkshire & Humber131.2469.90131.77121.51

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