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http://www.bp.com/corp_reporting/location_rep/sa/bus_operati… award winning customer service fill up fast with FuelMaster Express BP Express top convenience chain safety promotion targets youngsters Customer service and brand There are 780 BP branded retail stations in South Africa. In the regulated environment of the retail fuels market in South Africa, service is the one thing that can make us distinctive within the industry. We run Mystery Motorist programmes that regularly check levels of service on BP forecourts, in our Express Shops and in our car wash facilities. These checks enable us to monitor our levels of service against our own benchmarks and our competitors. We also run a retail service competition for BP Dealers. The Premier Awards is an incentive competition that recognises and rewards BP Dealers who offer consistently good service throughout the year and who reach their sales targets. Alongside service, the appearance of a service station creates a perception in the customers` minds of the brand in general and determines whether or not they will return to a site. We are implementing a number of initiatives to enhance our brand. Among them is the worldwide launch of a new BP brand, which goes beyond the expectations of the past. We are rolling out a communications programme in advance of installing the new brand décor at new sites next year. Our customer service and brand initiatives were recognised when we were awarded first place in the petroleum section of the South African Brands of the Year Awards. The research was conducted by an independent research company Markinor which conducted 3,499 interviews countrywide. Shell took second place and Caltex third. FuelMaster Express In September 2000 there was a Dealer launch of FuelMaster Express. This is a simple and convenient way for the private motorist to fill up and go. The customer hands the FuelMaster Express tag to the attendant when he pulls up at the BP FuelMaster pump. The attendant presents the tag to the nozzle-mounted antenna. The FuelMaster pump electronically identifies the customer and checks the status and validity of his account. If all is in order the pump resets to zero and the attendant refuels the vehicle. After refuelling, the attendant returns the tag to the customer who has the option of asking for a receipt but is free to depart immediately. The transaction details are automatically transmitted directly to the customer`s Standard Bank Garage Card account. Initially, the launch of FuelMaster Express will be restricted to the Eastern and Western Cape, but in 2001 it will be available in other major centres. BP Express convenience stores Research has shown that the BP Express Shops, located on our forecourts, are seen as the top convenience chain among all the oil companies in South Africa. AC Nielsen MRA, conducted independent research, interviewing 2,500 people across South Africa. Interviewees were asked which convenience stores (c-stores) they were aware of at service stations. More than 60% mentioned BP Express Shops, a 13% improvement on last year`s survey. The closest competitor was Engen`s Quick Shop with a 54% recall. More people said they shopped at BP Express than at any other service station shop. The closest competitor was Engen Quick Shop with a 39% shopping rate. The research also highlighted a number of trends in service station convenience shopping. The proportion of customers walking to the site is as high as 70% to 80% at some sites. Road safety promotion We continue to support the award-winning Soul City television series through a new series aimed at young people and called Soul Buddyz, see link above. We have linked the series to a customer promotion through the retail network, where road safety light reflecting headbands designed by the young actors are offered for sale. Our aim is to try and reduce the road accident rate among children over the 2000 festive holiday season. Topics covered in more depth in other parts of this location report: Safety on forecourts Safety on forecourts remains a concern and to minimise risk by removing the temptation for cash robberies from our sites we have agreed with the National Dealer Council to offer Fidelity Guard or Boland Bank as the BP approved cash collection companies. Many of our dealers have taken up this offer. See service station safety link above. The Castrol brand Our purchase of Castrol will make BP service stations a significant player in the South African retail lubricants market, where Castrol is set to become BP`s leading retail lubricants brand. See BP and Castrol link above. Cleaner fuels We are promoting the concept of cleaner fuels and sales of BP unleaded petrol. The objective is to increase the demand for unleaded petrol from the current low of 13% of overall petrol demand to at least 30% in the short term. See cleaner fuels link above. Faster delivery BP has introduced a new central order-taking system for bulk fuel deliveries that operates from the Cape Town Head Office. Employees have responsibility for taking orders from specific regions and have considerable experience within their region. See customer relationships link above. The information on this page forms part of the information reviewed and reported on by Ernst & Young |
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| aus der Diskussion: | O T I* EIN BLUECHIP 2OO1/2...MIT MEGAPOTENTIAL³!!! BE.Q4? |
| Autor (Datum des Eintrages): | lenny007 (29.06.01 22:55:14) |
| Beitrag: | 116 von 1,222 (ID:3851723) |
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