THE RETAIL BULLETIN - The home of retail news
Lest we forget
HOME
RETAIL NEWS
RETAIL EVENTS
Fashion
Department Stores
Shopping Centres & Retail Parks
Home & DIY
Electricals
Health & Beauty
General Merchandise
Entertainment
Sports & Leisure
Retail Solutions
Food & Drink
Interviews
RETAIL INSIGHTS
RETAIL SOLUTIONS
ABOUT US
CONTACT US
SUBSCRIBE FOR FREE
Sainsbury's named UK's favourite petrol station.

Supermarket brands lead the way in customer satisfaction: Results of study by Market Force Information.

GENERAL MERCHANDISE

Sainsbury's named UK's favourite petrol station.

Supermarket brands lead the way in customer satisfaction: Results of study by Market Force Information.

Sainsbury’s has become the UK’s preferred petrol retailer with 52 per cent of those surveyed choosing it for its exceptional service and experience, according to an independent study by worldwide leader in consumer intelligence solutions, Market Force Information. A survey of 5,900 consumers in June 2015 asked participants to evaluate petrolretailers on the experience delivered, including price, service, brand image, and value added services such as food and coffee shops. For the rankings, Market Force Information asked participants to rate their satisfaction with their most recent petrol retailer and their likelihood to refer that petrol retailer to others. The results were averaged to rank each brand on a Composite Loyalty Index.

Supermarkets Vs Traditional Petrol Brands: The attributes that drive customer satisfaction and repeat purchases Consumers rated supermarkets as providing a better experience than traditional petrol brands, with loyalty cards being a primary driver for that preference. Tesco’s loyalty programme provides the most pull, followed closely by Sainsbury’s (58 per cent and 57 per cent respectively). Sainsbury’s took either first or second place in five of the nine attributes measured, and the traditional petrol brand Shell took the lead in fuel quality and brand reputation followed closely by BP. BP* also led the way for fresh food and good coffee. ASDA received the best ratings for price with Sainsbury’s, Tesco and Morrisons coming in as distant seconds.

“We found that one in six consumers were dissatisfied with their most recent fueling experience,” said Cheryl Flink, Chief Strategy Officer for Market Force information. “With the plethora of options available to motorists, it’s difficult for brands to differentiate. To be competitive, brands must deliver on core customer expectations like a competitive fuel price, good fuel quality and ease of getting in and out of the location. In addition, they have opportunities to differentiate on service, site maintenance and overall image. Attention to these will lure customers over and over again.”

Mobile Apps favoured for price comparison and location of petrol retailers Fuel-related mobile apps are picking up steam among motorists, particularly those on the hunt for low-priced fuel. Five percent of participants said they have used a fuel-related app. Generation X reported the highest usage rates, although there was little differentiation across age groups. When asked which features they have used within the app, finding a location and comparing fuel prices came out on top.

Email this article to a friend

You need to be logged in to use this feature.

Please log in here

Subscribe For Retail News

RETAIL EVENTS

The Retail Design Seminar 2018
The Retail Design Seminar 2018
14 November 2018
The Cavendish Conference Centre
The Retail Design Seminar 2018
Omnichannel Futures Conference 2019
Omnichannel Futures Conference 2019
6 February 2019
Cavendish Conference Centre, London WG1 9DT
A truly omnichannel offering requires an understanding of customer behaviour across all shopping channels and how this should impact your overall business strategy
Customer Engagement Conference 2019
Customer Engagement Conference 2019
5 June 2019
Cavendish Conference Centre, London W1
The 10th Annual Retail Customer Engagement Summit
AI in Retail Conference 2019
AI in Retail Conference 2019
18 September 2019
Cavendish Conference Center, 22 Duchess Mews, London W1G 9DT
Retail marketing is changing pace rapidly by making communication across all platforms personalised, relevant, efficient, and helpful. AI not only helps shoppers find a perfect product but also pre-empts the shopping behaviour and speeds up payment.
The HR Summit 2019
The HR Summit 2019
Tuesday 8 October 2019
The Cavendish Conference Centre, London W1
The 11th HR Summit 2019, The Cavendish Conference Centre, London W1, 8 October 2019
Fix The Dinosaur Roundtable 2018
Fix The Dinosaur Roundtable 2018
19 October 2018
The Euston Suite, The Hallam, 44 Hallam St, London W1W 6JJ
A Masterclass in IBMi Legacy Issues