Service Stations

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Compare service stations in New Zealand at Canstar Blue. NPD, BP, Caltex, Challenge, Gull, Mobil, Pak’N’Save, Waitomo and Z Energy were compared on; appearance and cleanliness, the price of petrol, service, facilities and overall satisfaction.

See Our Ratings Methodology.

cns-msc-service-stations-2019

Most Satisfied Customers | NPD

South Island fuel company NPD rated number one for customer satisfaction

South Island fuel co wins Canstar Blue’s Outstanding Customer Satisfaction Award – Service Stations 2019

For the first time, Kiwi-owned service station operation NPD (Nelson Petroleum Distributors) has been awarded the Canstar Blue Outstanding Customer Satisfaction Award.

Here, we delve in to find out just what it is that Kiwis want from their service stations.

Whether you’re filling up with petrol, diesel, premium fuel or recharging with electricity, weekly visits to the local servo are a mandatory pit-stop for many New Zealanders. Yet repetition doesn’t mean we demand any less from our service station experience.

In Canstar Blue’s recent survey of 2,195 Kiwis, we asked what punters enjoyed about their chosen service station, and how they would rate performance. While 58% of those surveyed said that they would choose a service station based on the ability to use supermarket discounts or loyalty cards, it is interesting to note that value for money was not the only important criteria when it came to grading the experience.

Surprisingly, ‘appearance and cleanliness’ were the greatest drivers of overall customer satisfaction. The winner, NPD was the top-rated provider, recording a maximum score of 5-stars for ‘appearance and cleanliness’.

Service was also a deciding factor, with 15% of the respondents remarking that they would prefer a service station where an attendant was on hand to assist. Our winner, NPD scored 3-stars out of a possible five in this category, while locally-owned Challenge recorded the maximum score of 5-stars – the only brand to do so.

With 68% of the respondents spending more than $100 per month on fuel, value for money was an important deciding factor – especially in light of Auckland’s regional fuel tax and rising prices across the country. In this category, our winner, NPD was the only provider to raise a 5-star rating, while Challenge, Waitomo and Gull each earned 4-stars out of five.

Frequently visited for impromptu snack-stops and emergency loo breaks, it can often be a case of the good, the bad, and the ugly when it comes to the quality of a service station’s facilities. In this category, Z-Energy was the only station to record a 5-star rating, followed by BP, Caltex and Mobil, each earning a rating of 4-stars.

New Zealand’s Fuel Prices

At the time of writing (1 July 2019), the global average price of gasoline was around NZD$1.69 per litre. In New Zealand, the average price for a litre of petrol was NZD$2.35, which although more expensive than the United States of America (USA), Australia and Canada, is still less expensive than some European cities including Germany, Switzerland and France. Hong Kong retains the title for ‘world’s most expensive petrol’, with the Hong Kongese paying around NZD$3.29 for a litre of gas.

The reason our gas prices are relatively expensive can be put down to the fact that New Zealand’s petrol-market is deregulated – meaning that the price individuals pay at the pump can be heavily influenced by the trading price for oil world-wide. The resulting fluctuations seem to be important to Kiwis, with 53% of the survey respondents saying they actively monitor fuel prices, and 48% saying they’d be prepared to drive up to five-kilometres in search of better fuel prices.

Because the price of fuel is an influential factor, it’s useful to know what you’re actually paying for, and some Kiwis might be surprised to find out that just over a quarter (30%) of the price we’re paying at the pump is the actual cost of refined petrol (as at 1 July 2019). The other cost components are as follows;

  • Fuel excise and Emission Trading Scheme (ETS) levy – 35%
  • Importer margin – 20%
  • GST – 13%
  • Shipping – 2%

Fuel Tax

Since 1 October 2018, Auckland residents have been charged an extra 15 cents/litre (including GST) on petrol, with the latest rise occurring 1 July 2019 and a further rise of four cents (including GST) expected in 2020. The controversial ‘petrol’ tax is expected to raise $1.7 billion over three-years for the Government’s infrastructure initiatives, but just how much does the average Kiwi spend on petrol each month?

  • Less than $100 – 32%
  • Between $100 and $249 – 52%
  • Between $250 and $500 – 14%
  • More than $500 – 2%

Electric Cars in New Zealand

Once a ‘far-out’ concept reserved for science fiction stories, the global movement towards environmental consciousness has fuelled a growing interest in electric vehicles.

Garnering attention for their efficiency, running affordability and positive environmental implications (as a result of reduced carbon emissions), electric cars are powered by electricity which is stored in a battery pack and used to feed an electric motor. The vehicles can be charged at home or in public power stations for the equivalent of 30 cents to the litre – offering a saving of NZD$2.05/litre.

As of September 2018, there were more than 10,000 electric vehicles in New Zealand – just a fraction of the four-million cars currently on our roads. This number however, is set to increase, spurred by the NZ Government’s Electric Vehicle Programme which aims to see the number of electric vehicles across our country more than triple by 2021.

If you’re interested in finding out more about electric vehicles, visit the Ministry of Transport website.

Frequently asked questions

Canstar Blue surveyed 2,597 New Zealand consumers across a range of categories to measure and track customer satisfaction, via ISO 26362 accredited research panels managed by Qualtrics. The outcomes reported are the results from customers which have refuelled a motor vehicle at a service station within the last month. In this case, 2,195 New Zealanders.

Brands must have received at least 30 responses to be included. Results are comparative and it should be noted that brands receiving three stars have still achieved a satisfaction measure of at least six out of 10. Not all brands available in the market have been compared in this survey. The ratings table is first sorted by star ratings and then by mean overall satisfaction. A rated brand may receive a ‘N/A’ (Not Applicable) rating if it does not receive the minimum number of responses for that criteria.

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