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
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Weekly retail fuel prices: 10 June 2019
RegionDieselLPGSuper ULUL
East Midlands134.59140.57129.69
North East133.19142.40129.15
North West134.1363.90139.73129.13
Northern Ireland131.34135.32128.05
South East135.2562.40141.74130.52
South West134.5167.90140.57129.57
West Midlands134.34140.64129.70
Yorkshire & Humber133.72140.40129.24

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