First Ever Shell Nationwide Survey Successfully Captures Customers Outlook
Sep 17, 2013
Over 2,500,000* customers responded across the nation
Shell Malaysia’s first ever Nationwide Survey successfully concluded with over 2.5 million* survey responses submitted over an eight week period. The initiative was launched in May this year to further understand Shell customers’ needs through feedback on various products and services.
“On behalf of Shell Malaysia, I would like to thank Malaysians from all over the country for participating in this survey and for giving us their invaluable feedback. Their input has provided us with key insights into what drives customers’ latest needs and will help us to continuously improve our products and services” said Tuan Haji Azman Ismail, Managing Director, Shell Malaysia Trading Sdn. Bhd. and Shell Timur Sdn. Bhd.
The Shell Survey focused on a few areas of interests to determine what value-added experiences matter to Malaysian motorists in order to enhance their experience at Shell stations. These include questions on the range of quality fuels and lubricants, convenience shopping and availability of fuel saving tips and information.
“Our number one aim is to deliver superior customer experience for all customers in line with their changing needs,” added Tuan Haji Azman Ismail.
Shell FuelSave 95
A significant 94% of the Shell Survey participants said they regularly fuel up their cars with Shell FuelSave 95 petrol, the special fuel-saving formulation from Shell which was introduced in Malaysia in 2009.
The survey also revealed that many Malaysians are aware of useful habits that promote fuel efficiency with over 90% of respondents saying that they regularly practice fuel-saving tips. This high rate of positive response is consistent across the country, for all regions surveyed both in Peninsula and East Malaysia. This clearly illustrates the impact of Shell Malaysia’s continuous commitment to educate Malaysians on good fuel-saving habits.
The results show that 93% of survey respondents would like to know more information on fuel-saving, with over 42% of Malaysians preferring to learn through the media (radio, newspapers, magazines and television), with the rest opting to be educated through workshops/events and via internet/social media.
Shell Malaysia has been actively sharing fuel-saving tips through its popular media campaigns, workshops as well as unique nationwide initiatives. The company will continue to invest in educating Malaysians through multiple platforms especially via the media, it being the medium of choice of majority of the respondents.
On the area of lubricants, 94% of our customers say that they believe they need to have the right combination of fuel and lubricants for their vehicles.
This affirms some of the Shell FuelSave Tips where customers can improve the fuel efficiency of their vehicles by using fuel with fuel economy formula such as Shell FuelSave 95 and high quality lubricants like Shell Helix.
Customers further attributed their decision to purchase lubricants at Shell stations to the availability of genuine products guaranteed by anti-counterfeit stickers, informative & helpful staff and rewards & promotions for in-store purchases.
Shell Select Convenience Stores
The survey results further showed that 95% of Shell customers nationwide patronize Shell Select convenience store / Shell Shop when they visit the stations, making it an indispensable part of their customers’ experience at Shell because they value the convenience store’s ambience, customer service and its range of products.
“The results from the Shell survey are a firm testament to Shell’s efforts and commitment in educating Malaysian motorists about the importance of good fuel saving habits. In addition to that, we will continuously look into in providing new offerings at the Shell Select convenience stores / Shell Shop and delivering superior customer service that is in line with our customers’ changing needs,” he remarked.
The Shell Nationwide Survey was launched on 15 May 2013 and ended on 9 July 2013. During the eight-week initiative, Shell rewarded 1,200 selected respondents with tokens of appreciation worth in total more than RM1.3 million.
Shell is a world leading energy company whose Downstream (oil products) business has pioneered numerous advances in fuels and lubricants technology and offers motorists one of the widest choices of petroleum products and services. Shell is the world’s largest fuels retail business with over 46,000 retail stations in more than 90 countries and Malaysia is a key growth market. Shell is the official sponsor and technical partner of the Ferrari Formula One team and the Ducati World MotoGP team.
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*Statistics and Figures are based on a sample size of 762,130 survey respondents processed out of 2,529,880 surveys collected from the Malaysian general public. The survey was conducted throughout Peninsular Malaysia, Sabah and Sarawak with 4 sets of questionnaires obtained from Shell stations nationwide. The survey ran from 15 May 2013 to 9 July 2013.