Customer service quality in ORLEN Lietuva filling stations has improved by 11% in one and a half year. Such change in filling station customer service was indicated by conducting “mystery customer” survey in 23 filling stations of the network.
„We always made our maximum effort to maintain the highest possible level of customer service quality in our filling stations. In order to objectively evaluate the application of Company Customer Service Standard, we started conducting a “mystery customer” survey. The results are evident: the indicator, increased by more than one tenth in one and a half year, denotes that in ORLEN Lietuva filling stations we offer not only the highest-quality products but also always pleasant and professional service“, says Tomas Razmus, Head of Filling Station Operations of AB Ventus – Nafta managing ORLEN Lietuva filling station network.
When conducting a “mystery customer” survey, professional surveyors pretending the clients visit the institutions included in the scope of the survey and evaluate the quality of services based on the pre-established criteria. Surveyors’ data are totalled up and the percentage value or customer service quality evaluation is derived, which reflects how the employees meet the set criteria. Surveyors, who visited ORLEN Lietuva filling stations, provided favourable reports concerning tidiness and order, employees’ appearance and attentiveness to the client. According to Jurgita Adomaitytė, the chief executive of company SPECT-DIVE conducting the “mystery customer” survey, the results of customer service survey improved by more than 10% during the very first year is an impressive achievement.
„It is a major change indicating that the employees at ORLEN Lietuva filling stations are gaining better and better understanding of the company customer service standards and adopt western norms of customer treatment. For comparison, the companies applying the “mystery customer” survey system for 5-7 years and having achieved high standards of customer service, usually set the goal to improve this indicator by just 2% per year“, points out J. Adomaitytė.
Having started working, each ORLEN Lietuva filling station network employee is familiarized with ORLEN Lietuva customer service standards, which include tidy environment of filling station, politeness, competence, attention to the client and smile. Based on them, the criteria for the “mystery customer” survey are developed. According to Tomas Razmus, Head of Filling Station Operations, “mystery customer” survey programme also acts like motivation system. It motivates the employees to pursue better service quality indicators and, depending on the regular survey results, provides the possibility to earn more money.
„We are not going to stop – we will keep improving the quality of customer service. Shortly, we expect to improve this indicator to 90%“, says T. Razmus.