Sectors
Gas Stations
The customer experience depends not only on fuel. Service, cross-selling, image and operational compliance directly impact brand perception and the results of each station in the network.
The specific challenge of gas station networks
In a gas station network, the differentiating variable between stations is usually not the product: fuel is the same. The difference lies in the experience the customer receives during each visit: how they are served at the forecourt, how efficient the service is, whether they are offered any complementary products, what condition the facilities are in and how the contact ends.
These variables are difficult to measure from central management. Network supervisors cannot be at all stations simultaneously, and when they are present, teams behave differently. The result is that management makes decisions based on reports that reflect the operation at its best, not in its normal state.
Networks implementing independent evaluation programs obtain information unavailable through any other means: what really happens at each station under normal operating conditions. That information is the foundation for improving consistency, increasing cross-selling and strengthening operational compliance across the entire network.
Frequent challenges
Service quality at the forecourt varies significantly between stations of the same network, generating different experiences under the same brand.
Some stations show better indicators than others without an obvious difference in location or demand. The difference usually lies in operational execution.
The store's potential is not being leveraged. Forecourt staff do not actively propose store visits or mention complementary products during service.
Service protocols defined by the network are not consistently applied across all stations. Internal verification is insufficient to detect all gaps.
Facility conditions vary between stations. Bathrooms, waiting areas and the overall store presentation differ from the network's visual standards.
What we evaluate
Greeting quality, service efficiency, staff attitude and compliance with the driver service protocol.
To what extent the team follows network-defined procedures at each stage of forecourt service.
Whether the team mentions the store, proposes additional services or takes any action aimed at increasing the customer's ticket.
Quality of service inside the convenience store: reception, product layout, service speed and experience closing.
Condition of bathrooms, waiting area, pumps and the station's general space.
Visual presentation of the station: signage, uniforms, facility condition and consistency with network image standards.
Safety aspects, procedures and compliance with operational standards defined by the network for all stations.
Applicable solutions
Evaluators presenting as real customers at each station without prior notice. They observe forecourt service, the store and the overall experience with consistent criteria across the network.
Structured programs with specific indicators for station networks: operational compliance, service quality, cross-selling and image. Results allow comparing performance between stations.
Recurring measurement schemes allowing tracking each station's evolution over time and verifying that implemented improvements are sustained.
Do you know what really happens at each station in your network?
An independent evaluation program provides objective information about the operation under real conditions and defines improvement priorities for the entire network.
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