Group Members Abdullah Shahid M.Talha Qazi M.

Waqas Khan Mariam Mujeeb Nida Tirmizi

1

 Origin

mid 70s

Nationalization Coverage

: retail, industrial, aviation,

marine and government/defense sectors.

To understand the problems that customer face at PSO and also the problem of PSOs brand positioning.

 PSOs Non

claim

fuel retail
dissatisfaction

Costumer

 By

improving customer service at PSO, it can have a competitive edge in the market By positioning PSO working for the national interest can also help increase customers.

 Descriptive

research Profile of the respondents Sampling technique Sample size Research instrument Data collection method

 Q1.

Which Petrol Station do you visit often?

32%

16% 14% 38%

Caltex Total PSO Shell

 Q2.

Why do you go to this pump for fuelling?

Out of 100 respondents 62 said because of

Convenience Satisfied with Pumps fuel Satisfied with Quantity Best Service

The other major reasons are

 Q3.

Have you ever visited a PSO petrol station?

7%

YES NO 93%

 Q4.

How do you compare the PSO with Shell in terms of following?

Staff Behaviour as compare with Shell Convenien ce Store as compare with Shell Petrol pump condition as compare with Shell Quality of petrol as compare with Shell Quantity of Petrol as compare with Shell Lubricant as compare with Shell Overall service as compare with Shell

Better

27 49 17

24 53 16

26 49 18

24 51 18

18 52 23

20 62 31

26 48 19

Same

Worse

10

 Q5.

Do you know PSO is associated with Pakistani Government?

15%

YES
85%

NO

11

 Q6.

How do you rate the customer service offered at PSO station?

Excellent 3% Poor 12%

Good 34%

Satisfactory 51%

12

 Q7.

Do you think PSOs customer service has a comparative edge over the others?

37%
YES NO

63%

13

 Q8.

If no then how could PSO improve on its customer service?

Others 3% By installing modernized equipments 18% All of the above 29%

By increasing the number of employees at stations 5%

By improving service quality 45%

14

 Q9.

If yes then what aspect(s) of customer service do you like at PSO?

All of the above 26%

Courteous employees 12%

Service efficiency 34% Loyalty programs 28%

15

 Q10.

Do you think PSO should create brand awareness through more advertisements?

25%

YES

NO

75%

16

 Q11.

Would you consider switching from PSO to another filling station because of customer service?

46% 54% YES NO

17

 Q.Designation.
Count
Student Others (Teacher, Manager, business man etc) 79 21

Q.

Age.
Age of Respondents
18-20 years 21-30 years 31-40 years 41-50 years 51 years and above 10 69 8 5 7

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 Q.

Gender
Gender of Respondents Male Female 88 12

Q14.

Area of Residence
Area of Resident
Gulshan-e-Iqbal 58

Nazimabad
Malir PECHS Defence Other

15
12 4 2 9

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 With

each increase in the no. of cars demand of petrol and gas also increases so does the number of customers In Present situation high prices have already dissatisfied the customers Competition for PSO is intense with strong competitors such as Shell, Caltex, Total PSO should work on defending its market share from the hungry competitors Through good customer service customer will not only be satisfied but a delighting one
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 It

cant be ignored The company shouldnt provide customers the reason to choose their competitors Bad customer service can not only result in loss of that sale but all the sale customer might make in life time Customers assume the customer service as their right

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 Customer

service cannot be ignored or overstated Proved that more than price and non price factors it is the customer service that attracts customer at the highest level Customers not only expect good customer service but believe that it is their right DELIGHTED CUSTOMERS = HIGH PROFITS When asked 63% customers responded negatively. This proves that most of the customers werent satisfied with the customer service at PSO.
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Customer service at PSO needs to be improved quickly before PSO starts losing its customers Modern Equipments should work. There have been complaints by customers that most of the time the credit card machines are not working PSO needs to ensure that its employees are trained by the WOW program Start encouraging feedback from customers Create Brand Loyalty Keep a regular check to see if the fuel is provided consistently at all stations

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