PETROSOL Platinum Energy PLC is using feedback from its dealers to improve customer service and address operational challenges across its network of service stations.
The Oil Marketing Company says closer engagement with dealers will help it identify problems at station level and find practical ways to make services faster, safer and more convenient for customers.
The company made this known after a national engagement with dealers and business partners in Kumasi to review the performance of its stations and discuss areas that require improvement.
The meeting also allowed dealers to raise concerns about their operations and suggest measures they believe could improve service delivery and customer satisfaction.
Chief Executive Officer of PETROSOL Platinum Energy PLC, Michael Bozumbil, said dealers played an important role in shaping customers’ experience with the company.
“Our dealers are an integral part of the PETROSOL family. Your commitment and partnership have contributed significantly to our growth,” he said.
Improving service at stations
As part of efforts to address operational challenges, PETROSOL plans to undertake major maintenance works and replace fuel dispensing pumps at stations where they are needed.
The company expects the work to improve the efficiency of its stations and reduce delays customers may face when buying fuel.
Mr Bozumbil also urged dealers to maintain high standards at their stations, noting that the way customers are treated can influence their view of the PETROSOL brand.
He said customers should receive safe, efficient and professional service at every PETROSOL station.
Giving customers more value
PETROSOL is also looking beyond fuel sales as it seeks to attract and retain customers.
Head of Marketing, Philip Boamah Assampong, said the company was considering new value-added services and incentives for loyal customers.
He said customers increasingly expect more from service stations than simply buying fuel.
According to him, PETROSOL wants its stations to offer customers a better overall experience and give them reasons to return.
The company said feedback gathered from dealers would be used to identify operational gaps and improve services across its network.
The engagement forms part of PETROSOL’s wider efforts to maintain regular communication with its dealers, employees and customers.
The company believes that improving station operations and responding to issues raised by dealers will help strengthen customer confidence and loyalty as competition in Ghana’s fuel retail market grows.
