Overview

As one of this country’s largest refiners, this leading petroleum company operates more than 7,000 marketing outlets to sell gasoline, diesel fuel and convenience products. Its retail station stores employ over 2,700 people with the objective to consistently deliver top performance and maintain the company’s global market position.

As for any petro/convenience company, their ultimate goal was to drive fuel sales and the sale of profitable in-store items. Market Force needed to help the corporation understand how to drive change at the store level that would encourage repeat sales and drive up the average ticket amount for each transaction. This top petroleum company adopted the complete suite of Market Force customer intelligence solutions that has given them instant visibility into store performance, identifying which stores need improvement, triggering training and action, and how investments in improvement programs will translate into increased revenue.

Market Force Customer Intelligence Solutions utilized by this Petro/Convenience Company:

• Mystery Shopping
• Price Audits
• Customer Satisfaction Surveys
• Advanced Analytics
• Loyalty Lift Calculator™
• Triggered Training and Rewards™

Outcomes:

• Stores driving the highest levels of change over a 12 month period achieved an average of 6% increase in trip share, driven by a 13% increase in customer satisfaction.