Retail and Consumer
Customer satisfaction tracking for fuel stations
For fuel distribution companies, customer experience takes shape at hundreds of stations, most of them run by dealers. Keeping the brand standard in the field and spotting a problem station early is difficult. Comvo collects the experience of every station with the same criteria and gives dealers and regional managers their own views.
Key challenges in the industry
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Standards across the dealer network
Stations under the brand are operated by different dealers.
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Restrooms and cleanliness
At roadside stations, cleanliness is often the most sensitive point of satisfaction.
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Forecourt service
The attendant's attention, speed and filling the right fuel stay in the customer's mind.
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Additional services
The convenience store, cafe and car wash experiences are not measured separately.
Touchpoints to measure
You can create a separate survey for each touchpoint. You decide the questions, scales and question types (star, score, recommendation, choice, open-ended comment) and deliver them at the right moment by QR code, SMS or email.
- Forecourt service
- Convenience store and cafe
- Restrooms and rest area
- Car wash
- Loyalty program
Sample survey
Customers answer the survey on their phone without installing an app. Each question opens on its own screen, and a follow-up question about the reason appears automatically after a low score. You can define all questions and steps as you wish and customize the design to match your corporate identity.
- 1-5 (CSAT)Customer satisfaction (CSAT), 1-5: 1 is the lowest and 5 the highest satisfaction.
- 1-51-5 rating scale; a low score indicates a negative experience and can become a case depending on your rules.
- Yes / No / Did not useSingle-choice question; the selected answer can be used as a condition in rules.
- 0-10 (NPS)Net Promoter Score (NPS), 0-10: 9-10 promoters, 7-8 passives, 0-6 detractors. The score is calculated by subtracting the share of detractors from the share of promoters.
Questions, scales and conditional logic are tailored to your company. Responses in the preview are not sent anywhere.
How Does It Work?
- 1 QR codes at the pumps, store and restrooms carry the station and area information.
- 2 The customer shares their experience in a few seconds.
- 3 A negative response goes to the station manager and, if needed, to the regional manager.
- 4 The station manager records the action taken; if the resolution time is exceeded, the case is escalated.
- 5 Headquarters compares dealers with the same criteria.
Sample alert rules
- If the cleanliness question is answered "No", a case is assigned to the station manager with a 2-hour resolution time.
- If satisfaction is 2 or lower, a case is assigned to the station manager with a 24-hour resolution time and the regional manager is also notified.
- If the same station receives five low scores in one week, a notification is sent to the regional manager.
In these examples, a low score means 2 or below on a 1-5 scale, 6 or below on the 0-10 recommendation score and 1-3 stars in online reviews. You set the thresholds and resolution times.
Metrics to track
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Station comparison
Satisfaction rankings broken down by dealer and region.
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Scores by area
You track pump, store, restroom and car wash scores separately.
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Return intent
You measure how likely customers are to come back to the station.
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Issue concentration
You see at which stations cleanliness and service complaints are rising.
Key modules
- Distribution QR, email, SMS and automatic post-transaction sending Learn More
- Alert Rules Automatic rules that catch critical experiences Learn More
- Organization and Permissions Role and access management that fits your structure Learn More
- Reports Satisfaction (CSAT), recommendation (NPS) and effort (CES) scores Learn More
Related guides
- Surveys QR Code Customer Satisfaction Surveys How to collect QR code surveys in stores, restaurants and branches: where to place the code, keeping the survey short and linking responses to branches.
- Process What Is Closed-Loop Feedback and How Do You Set It Up? Closed-loop feedback ensures customers with a negative experience are followed up and the issue is fixed at its source. Inner and outer loop, steps and metrics.
- Measurement What Is CSAT and How Is It Measured? CSAT measures how satisfied customers are with a specific experience. Learn the question format, scale choice, two calculation methods and where to use it.
Frequently asked questions
Do dealers see only their own stations?
Yes. Dealer users see the results of their own stations, regional managers see their region and headquarters sees the entire network.
Can hundreds of stations be added in bulk?
Stations are uploaded in bulk with Excel, and QR codes are generated in bulk for each station and area.
Can surveys be sent to loyalty program members?
When transactions from your loyalty system are sent via API, surveys can be sent to members by SMS.
Let us map out a scenario for your industry together.
Share your station structure and the points where you interact with your customers, and we will prepare a suitable survey and rule set for you in a demo environment.