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April 2023
5 Min read
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VOICER: an innovative service that has made refueling at MOL gas stations even more convenient

Derkach Anastasiya

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If there are sectors of business that undergo significant changes in their core activities, then it is undoubtedly gas stations.

(Testimonials taken from open sources)

“Today, March 4, 2022, I arrived around 11:40 pm. I didn’t even have time to enter when two employees hurried me “to decide faster,” they were in a hurry to close on time. Every time I come here, the behavior is the same, the employees treat you like an empty space, not to mention that they do not wear masks properly, especially the girl with the earring in her lip. With such employees, you won’t go far. I advise the management of this station to fire, change employees, or take appropriate action. (Review of a gas station in Romania)

“An inexpensive and clean refueling station! In addition, there is an opportunity to buy products at low prices, which cost more in Germany due to taxes. A large selection of various trade brands. (Review of a gas station in Germany)

“Not a gas station, but just a name. After refueling the car, I asked the gas station worker to lend me a PVC cable. The gas station worker’s response was: “We sell such cables, for 35 euros” … It’s a pity. That was the last time I went to this gas station.” (Review of a gas station in Hungary)

Over the past 10 years, gas station networks have turned into public dining points, full-fledged supermarkets, and places of rest. Bright examples can be seen in France, where food retailer Carrefour and other large retailers open full-service technical stations in collaboration with gasoline brands with a wide range of food products and cafes integrated into gas stations on highways.

According to Veraart Research Group (a provider of management information on consumer markets), below is a list of the best gas stations in Europe (this ranking was compiled using a multitude of data, including the number of customers and their returns). Gas stations compete for consumers. And the profit from additional services increasingly exceeds the profit from gasoline. However, it is not enough to simply offer a plethora of products, open children’s rooms, or offer the best Brazilian coffee.

Here are the countries where you can find the best gas stations:

To become number one, you need to find out what customers think and take appropriate action urgently. This is why our Voicer feedback platform was created by 4Service.

Collecting and analyzing customer feedback – this is the request that the MOL Group gas station network turned to us with half a year ago.

Currently, the company owns a network of almost 2000 technical service stations under six well-known brands in nine countries in Central and Eastern Europe. It operates in more than 30 countries and has 25,000 employees worldwide.

What was done with Voicer: MOL gas station customers could leave their feedback via a QR code, and with the help of a convenient Voicer interface, all feedback is collected in one place.

Important insights that MOL gained about its customers:

  • It’s not enough to just be friendly and prompt. You also need to pay attention to details. For example, the cleanliness of restrooms or the appearance of operators – Voicer allows filtering feedback on location and issues.
  • Customers expect the availability of popular and essential goods.
  • The level of service is important regardless of the gas station’s location, working hours, queues, etc. – This is obvious, but what useful insights can be obtained from Voicer analytics: which locations have the highest traffic and need more staff?
  • Voicer is an ideal solution for networks of any type of business: if you have many locations and a large customer flow, hearing everyone’s opinion and controlling service is helped by the Voicer platform.

#gas_station #customerexperience #4Service #voicer #customerfeedback

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