New Delhi: India Oil, Bharat Petroleum Corporation Limited (BPCL) and Hindustan Petroleum Corporation Limited (HPCL) have announced the launch of the Model Retail Outlet Scheme and a Digital Customer Feedback Program called Darpan@petrolpump. The three oil PSUs have joined hands to launch Model Retail Outlets to enhance service standards and amenities, across their networks, which serve over seven crores consumers every day.
The initiative was inaugurated by Union Petroleum Minister Hardeep Singh Puri in the presence of Minister of State for Petroleum and Natural Gas Rameswar Teli and Petroleum Secretary Tarun Kapoor.
In order to keep pace with the rapidly changing consumer behaviour and with a view to offer a heightened customer experience in retail outlets, Oil Marketing Companies (OMCs) aim to benchmark Retail Outlet standards for ensuring standardised customer facilities through these initiatives.
The scheme involves an intense five-level evaluation process of over 70,000 retail outlets in the country on a set of core service and facility parameters as well as standard of customer amenities, eg, clean and hygienic washrooms, customer-centric innovative offerings etc. The Retail Outlets have been divided into four categories based on sales performance, facilities offered and their percentage of digital transactions at the point of sale in keeping with the Digital India imperative.
Top performers will be awarded the “Shresth” and “Uttam” Awards by the Ministry of Petroleum and Natural Gas and the “Rajya Sarv Pratham” awards by the respective oil companies. The digital customer feedback program, darpan@petrolpump a unique, real-time feedback program was also launched and customers will be encouraged to give their valuable feedback which will go a long way in enhancing service standards at the retail outlets.
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