Indian Oil
IOCL
PRE-SURVEY ANALYSIS REPORT
CUSTOMER’S PERCEPTION OF THE VARIOUS IOCL RETAIL OUTLETS
(AREA – LUCKNOW REGION)
SSR FILLING STATION
Section A
Ratings of the attributes as per the customer’s preference. (1: Least Important ……. 5: Most Important) [Results in Percentage]
INFERENCE – Customers give highest preference and importance to quality and correct quantity which is followed by allied facilities. Maximum customers have given next most preference to services, accessibility, ambience and brand value.
SECTION B
How often do you visit this petrol pump?
INFERENCE: * Maximum customers/respondents i.e. 24% visit SSR Filling Station daily or weekly. * 16% respondents visit once in every 2 days and 12% in every 3 days. * Percentage of respondents who visit this petrol pump twice a day, twice in 1 month and monthly is 8% respectively.
Mean rating of the various parameters based on the retail outlet on a rating scale. (Out of 5)
INFERENCE: * According to the perception of 2 Wheeler owners SSR Filling Station has lowest performance in its forecourt services i.e. wind screen cleaning, lube oil check, coolant check, etc. * It also needs improvement in providing customers with allied facilities such as cleaning lube, ATM (if any), machine oil, etc. * Its overall performance rating is 3.95 (out of 5) which is fair but can be improved.
INFERENCE: * According to the perception of 4 Wheeler owners and drivers SSR Filling Station has lowest performance in its forecourt services i.e. wind screen cleaning, lube oil check, coolant check, etc. * It also needs improvement in providing customers with allied facilities such as cleaning lube, ATM (if any), machine oil, etc. * Its overall performance rating is 3.87 (out of 5) which is fair but can be improved.
SECTION C
SUGGESTIONS
FEW SUGGESTIONS GIVEN BY THE CUSTOMERS ARE – * Staff Behaviour towards the customers should be more polite and helpful. * Cleaning on the
PRE-SURVEY ANALYSIS REPORT
CUSTOMER’S PERCEPTION OF THE VARIOUS IOCL RETAIL OUTLETS
(AREA – LUCKNOW REGION)
SSR FILLING STATION
Section A
Ratings of the attributes as per the customer’s preference. (1: Least Important ……. 5: Most Important) [Results in Percentage]
INFERENCE – Customers give highest preference and importance to quality and correct quantity which is followed by allied facilities. Maximum customers have given next most preference to services, accessibility, ambience and brand value.
SECTION B
How often do you visit this petrol pump?
INFERENCE: * Maximum customers/respondents i.e. 24% visit SSR Filling Station daily or weekly. * 16% respondents visit once in every 2 days and 12% in every 3 days. * Percentage of respondents who visit this petrol pump twice a day, twice in 1 month and monthly is 8% respectively.
Mean rating of the various parameters based on the retail outlet on a rating scale. (Out of 5)
INFERENCE: * According to the perception of 2 Wheeler owners SSR Filling Station has lowest performance in its forecourt services i.e. wind screen cleaning, lube oil check, coolant check, etc. * It also needs improvement in providing customers with allied facilities such as cleaning lube, ATM (if any), machine oil, etc. * Its overall performance rating is 3.95 (out of 5) which is fair but can be improved.
INFERENCE: * According to the perception of 4 Wheeler owners and drivers SSR Filling Station has lowest performance in its forecourt services i.e. wind screen cleaning, lube oil check, coolant check, etc. * It also needs improvement in providing customers with allied facilities such as cleaning lube, ATM (if any), machine oil, etc. * Its overall performance rating is 3.87 (out of 5) which is fair but can be improved.
SECTION C
SUGGESTIONS
FEW SUGGESTIONS GIVEN BY THE CUSTOMERS ARE – * Staff Behaviour towards the customers should be more polite and helpful. * Cleaning on the