The fuel is not everything in a service station. What do customers look for? An analysis by the company Searchmas based on public data of 336,406 reviews and comments that during the last year they turned to 3,670 Operating service stations profiles in Argentina It allowed to know what customers stand out and choose to value when writing a review and score their experience. Similarly, he spread the ranking of better punctuated service stations.
Among the best valued aspects are customer service, particularly highlighting traits such as “empathy” and “connection”, as well as the cleaning of bathrooms, which is one of the topics that most affect the valuations of all companies in the sector. In addition, “Café ”arises among the words most mentioned by users. This says that more and more service stations are focusing on their services, especially in coffee.
The logic of service stations He went from becoming a place of passage, to a meeting place That Argentines increasingly choose more and have a good reputation in Google’s reviews became a key factor for shops when attracting and loyalty customers. In a scenario where decisions are made with the cell phone in the hand, the rating and the comments of the users increase visibility and can define which is the next stop to fill the fuel tank and eat or have coffee that allows you to follow the trip.
The ranking
As for the general ranking of the main flags, Axion Energy led throughout 2024with an average score of 4.52 out of 5 For your entire network nationwide. He was followed by YPF (4.47), Puma (4.31) and Shell (4.06). In addition, Axion Energy positioned itself as the network that higher percentages of 5 -star grades obtained on Google My Business, reaching 72% – secondly by YPF, with 71% and Puma, with 62% – and with a lower percentage of negative qualifications of a star.
“The customer experience is in the center of our entire operation, and for that reason we continually seek to efficient not only the work we do around the quality of our fuels, but also the quality of the services we provide to each user throughout the country,” said Sandra Yachelini, commercial vice president and marketing of Axion Energy.
Why do they choose them
Along the same lines, a study by the Moiguer consultant on 1009 cases, although the main reason for the choice of the service station to which consumers visit most frequently is because of their proximity, location or because he has passing through his journey (53% of the answers), the two reasons that follow him immediately have to do with the service. 46% of respondents replied that they choose the service station when “the staff has a friendly treatment”, and 43% said they do it when they receive “good attention.”
Along the same lines, the attitude and predisposition of beach and store staff were the best weighted gestures, along with the greeting, in addition to the ability to answer consultations about the type of fuel and the general image of the personnel.
In this sense, Yachelini added: “We always seek our customers to live a great experience in our service stations; for that we constantly train our sellers, we offer products of excellent quality and discounts through ON, our discounts and benefits program.”
The survey also included observations that could contribute to improving the general attention of the service stations, and the speed of attention, both in charge and in collection, was the most prominent, followed by cordiality in personal treatment.
By rn
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