Compare service stations in New Zealand with Canstar Blue. Challenge, BP, Caltex, Gull, Mobil, Pak’N Save and Z Energy, were compared on price, service, range of other items, appearance and cleanliness, facilities and overall satisfaction.
This year Kiwi firm Challenge have been awarded the Canstar Blue Outstanding Customer Satisfaction Award, but what was it that made a lasting impression with customers?
Whether you prefer to do-it-yourself or have an attendant do it for you, pay-at-the-pump or go in and pay at the counter, for New Zealand drivers, the regular visits to the service (gas or fuel if you prefer) station is a way of life. But just because topping up the tank is a necessity for most of us, that doesn’t mean we want our experience to be a basic one.
In our recent survey of 2,253 Kiwis, we asked what people liked about their service station and how they would rate them. Although 54% of the people we surveyed said they would go to the service station that allowed them to use their supermarket discount vouchers, price was not the most important thing when it came to rating their experience.
Appearance and cleanliness was the main thing customers wanted at their service stations and was the top rated quality people wanted to experience. Both Challenge and Z Energy were rated a maximum five stars for appearance and cleanliness.
Good service was also sought after and once again the mainly owner-operated Challenge service stations scored a maximum five stars, the only brand to do so.
Price was next on the list but as nearly half of Kiwis (48%) only travel up to 5km in order to fill the car, it obviously isn’t the main driver! Gull was the only brand to receive five stars for price. Our overall customer satisfaction winner, Challenge, ranked four stars.
Facilities and Range of other items were the final qualities that people thought were important. That long distance journey can get a bit uncomfortable without a toilet stop and a freshen-up! 9% of people surveyed also depended on their local service station when they ran out of the essentials such as bread and milk so again, reliability was key here. Z Energy was the only brand to score five stars for facilities. Challenge scored four stars for their facilities and five stars for range (as did Z Energy).
At the time this article was written (June 2017), the global average price of gasoline was in the region of NZD$1.49 per litre. In New Zealand, the average price was sitting around $2.00 which although well above the average, is still cheaper than many European countries, Singapore and Hong Kong.
The fuel market in New Zealand is a deregulated one meaning that the price we pay at the pumps is heavily influenced by the trading price for oil worldwide and the resulting fluctuations in price is something that 51% of us like to keep an eye on (with 19% prepared to drive up to 10km to get a better price). But when you fill up your tank and pay for your fuel, what are you actually paying for? Surprisingly only 28% of the price you pay at the pump is for the fuel itself, the rest of the cost is made up of:
And how much do we spend on petrol each month?
With fuel costing some Kiwis up to (and in a small number of cases, over) $500 per month, it’s no wonder that some of us look to alternative, cheaper modes of travel.
Once only available in futuristic movies, electric cars are becoming commonplace in many countries across the world.
Fuelled by electricity that propels electric motors, these vehicles are simply charged up either at home or via a public charging station and then drive just like a traditional car. Popularity is steadily growing due to reduced fuel costs and positive environmental implications as a result of the reduction in carbon emissions. In our recent survey, 36% of respondents said they would consider buying an electric vehicle because they are cheaper to run and 40% would consider one because they are better for the environment.
Still relatively scarce in New Zealand, electric vehicle sales are slowly increasing and more charging stations are appearing up and down the country (good news for the 16% in our survey who said they wanted to see more charging stations). In May 2016 the government also introduced the Electric Vehicle Programme which aims to increase the uptake of electric vehicles with a target of 64,000 on our roads by 2021.
If you would like to know more about electric vehicles in New Zealand, please visit transport.govt.nz.
Canstar Blue commissioned I-view to survey 2,500 New Zealand consumers across a range of categories to measure and track customer satisfaction. The outcomes reported are the results from customers who have refueled their motor vehicle at a service station in the last month – in this case, 2,253 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 alphabetically. 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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