23
Group Members Abdullah Shahid M.Talha Qazi M.Waqas Khan Mariam Mujeeb Nida Tirmizi 1
| Date post: | 04-Apr-2018 |
| Category: |
Documents |
| Upload: | mohib-syed-muhammad |
| View: | 216 times |
| Download: | 0 times |
7/30/2019 Customer Service at Pakistan State Oil (Pso
http://slidepdf.com/reader/full/customer-service-at-pakistan-state-oil-pso 1/23
Group MembersAbdullah Shahid
M.Talha QaziM.Waqas KhanMariam Mujeeb
Nida Tirmizi
1
7/30/2019 Customer Service at Pakistan State Oil (Pso
http://slidepdf.com/reader/full/customer-service-at-pakistan-state-oil-pso 2/23
Origin – mid 70’s
Nationalization
Coverage : retail, industrial, aviation,
marine and government/defense sectors.
2
7/30/2019 Customer Service at Pakistan State Oil (Pso
http://slidepdf.com/reader/full/customer-service-at-pakistan-state-oil-pso 3/23
“To understand the problemsthat customer face at PSO and
also the problem of PSO’sbrand positioning.”
3
7/30/2019 Customer Service at Pakistan State Oil (Pso
http://slidepdf.com/reader/full/customer-service-at-pakistan-state-oil-pso 4/23
PSO’s claim
Non fuel retail
Costumer dissatisfaction
4
7/30/2019 Customer Service at Pakistan State Oil (Pso
http://slidepdf.com/reader/full/customer-service-at-pakistan-state-oil-pso 5/23
“ By improving customer service at PSO, itcan have a competitive edge in themarket”
“By positioning PSO working for thenational interest can also help increasecustomers.”
5
7/30/2019 Customer Service at Pakistan State Oil (Pso
http://slidepdf.com/reader/full/customer-service-at-pakistan-state-oil-pso 6/23
Descriptive researchProfile of the respondentsSampling technique
Sample sizeResearch instrumentData collection method
6
7/30/2019 Customer Service at Pakistan State Oil (Pso
http://slidepdf.com/reader/full/customer-service-at-pakistan-state-oil-pso 7/23
Q1. Which Petrol Station do you visit often?
7
16%
14%
38%
32% CaltexTotalPSO
Shell
7/30/2019 Customer Service at Pakistan State Oil (Pso
http://slidepdf.com/reader/full/customer-service-at-pakistan-state-oil-pso 8/23
Q2. Why do you go to this pump forfuelling?
Out of 100 respondents 62 said because of Convenience
The other major reasons areSatisfied with Pump’s fuel Satisfied with QuantityBest Service
8
7/30/2019 Customer Service at Pakistan State Oil (Pso
http://slidepdf.com/reader/full/customer-service-at-pakistan-state-oil-pso 9/23
Q3. Have you ever visited a PSO petrolstation?
9
93%
7%
YES
NO
7/30/2019 Customer Service at Pakistan State Oil (Pso
http://slidepdf.com/reader/full/customer-service-at-pakistan-state-oil-pso 10/23
Q4. How do you compare the PSO withShell in terms of following?
10
Staff
Behaviouras comparewith Shell
Convenien
ce Store ascomparewith Shell
Petrol
pumpconditionas comparewith Shell
Quality of
petrol ascomparewith Shell
Quantity of
Petrol ascomparewith Shell
Lubricant
as comparewith Shell
Overall
service ascomparewith Shell
Better 27 24 26 24 18 20 26
Same49 53 49 51 52 62 48
Worse 17 16 18 18 23 31 19
7/30/2019 Customer Service at Pakistan State Oil (Pso
http://slidepdf.com/reader/full/customer-service-at-pakistan-state-oil-pso 11/23
Q5. Do you know PSO is associated withPakistani Government?
11
85%
15%
YES
NO
7/30/2019 Customer Service at Pakistan State Oil (Pso
http://slidepdf.com/reader/full/customer-service-at-pakistan-state-oil-pso 12/23
Q6. How do you rate the customer serviceoffered at PSO station?
12
Excellent 3%
Good 34%
Satisfactory51%
Poor 12%
7/30/2019 Customer Service at Pakistan State Oil (Pso
http://slidepdf.com/reader/full/customer-service-at-pakistan-state-oil-pso 13/23
Q7. Do you think PSO’s customer servicehas a comparative edge over the others?
13
37%
63%
YES NO
7/30/2019 Customer Service at Pakistan State Oil (Pso
http://slidepdf.com/reader/full/customer-service-at-pakistan-state-oil-pso 14/23
Q8. If no then how could PSO improve onits customer service?
14
By installingmodernizedequipments
18%
By improvingservicequality
45%
Byincreasing
thenumber of employeesat stations
5%
All of theabove
29%
Others3%
7/30/2019 Customer Service at Pakistan State Oil (Pso
http://slidepdf.com/reader/full/customer-service-at-pakistan-state-oil-pso 15/23
Q9. If yes then what aspect(s) of customerservice do you like at PSO?
15
Courteousemployees
12%
Serviceefficiency
34%Loyalty
programs28%
All of theabove
26%
7/30/2019 Customer Service at Pakistan State Oil (Pso
http://slidepdf.com/reader/full/customer-service-at-pakistan-state-oil-pso 16/23
Q10. Do you think PSO should create brandawareness through more advertisements?
16
25%
75%
YES NO
7/30/2019 Customer Service at Pakistan State Oil (Pso
http://slidepdf.com/reader/full/customer-service-at-pakistan-state-oil-pso 17/23
Q11. Would you consider switching fromPSO to another filling station because of customer service?
17
54%
46%
YES NO
7/30/2019 Customer Service at Pakistan State Oil (Pso
http://slidepdf.com/reader/full/customer-service-at-pakistan-state-oil-pso 18/23
7/30/2019 Customer Service at Pakistan State Oil (Pso
http://slidepdf.com/reader/full/customer-service-at-pakistan-state-oil-pso 19/23
Q. Gender
Q14. Area of Residence
19
Gender of Respondents
Male 88
Female 12
Area of Resident
Gulshan-e-Iqbal 58
Nazimabad 15
Malir 12
PECHS 4
Defence 2
Other 9
7/30/2019 Customer Service at Pakistan State Oil (Pso
http://slidepdf.com/reader/full/customer-service-at-pakistan-state-oil-pso 20/23
With each increase in the no. of cars demandof petrol and gas also increases so does thenumber of customers
In Present situation high prices have alreadydissatisfied the customersCompetition for PSO is intense with strongcompetitors such as Shell, Caltex, Total
PSO should work on defending its marketshare from the hungry competitorsThrough good customer service customer willnot only be satisfied but a delighting one
20
7/30/2019 Customer Service at Pakistan State Oil (Pso
http://slidepdf.com/reader/full/customer-service-at-pakistan-state-oil-pso 21/23
It can’t be ignored The company shouldn’t provide customersthe reason to choose their competitors
Bad customer service can not only result inloss of that sale but all the sale customermight make in life timeCustomers assume the customer service as
their right
21
7/30/2019 Customer Service at Pakistan State Oil (Pso
http://slidepdf.com/reader/full/customer-service-at-pakistan-state-oil-pso 22/23
Customer service cannot be ignored oroverstatedProved that more than price and non pricefactors it is the customer service thatattracts customer at the highest levelCustomers not only expect good customerservice but believe that it is their rightDELIGHTED CUSTOMERS = HIGH PROFITSWhen asked 63% customers respondednegatively. This proves that most of thecustomers weren’t satisfied with thecustomer service at PSO.
22
7/30/2019 Customer Service at Pakistan State Oil (Pso
http://slidepdf.com/reader/full/customer-service-at-pakistan-state-oil-pso 23/23
Customer service at PSO needs to be improvedquickly before PSO starts losing its customersModern Equipments should work. There havebeen complaints by customers that most of thetime the credit card machines are not workingPSO needs to ensure that its employees aretrained by the WOW programStart encouraging feedback from customersCreate Brand LoyaltyKeep a regular check to see if the fuel isprovided consistently at all stations
