ADNOC Distribution announced a new customer-centric approach that provides its clients with a greater choice of services when purchasing fuel.
From mid-April, customers at service stations in Abu Dhabi will have the choice of a new premium service, for a small fee, or a self-serve option. The premium and self-serve options will then be rolled out to other stations in the UAE throughout 2018. In addition, a new service called MyStation is being piloted, which provides customers with the choice of having LPG cylinders, or fuel delivered to their home, or vehicle.
Saeed Al Rashdi, acting CEO, ADNOC Distribution, commented: “Delivering more choice, service and convenience to customers is at the heart of ADNOC Distribution’s transformation into a more performance driven and customer-centric company. With premium and self-serve options at service stations and, over time, a delivery option called MyStation, our fuel customers in the UAE will soon have more choice than ever before.”
“This is a major step-change in how we serve our customers. To support a smooth roll out of the new services, we are increasing staffing levels at stations with premium and self-serve options, launching an extensive education campaign and waiving the premium service fee for an initial period while customers familiarise themselves with the new options. We have already engaged with government and private sector stakeholders and customers about our new services, and this will continue over the coming weeks.”
Ahead of the introduction of self-serve and premium services, employees at service stations are receiving intensive training, station branding is being updated to reflect the choices available, and new uniforms for employees are being introduced so that customers can see the different fuel service options.
John Carey, deputy CEO, ADNOC Distribution, said: “We invite all our valued customers to come and try our new services once those are launched in mid-April. At a time when our customers are increasingly living busy lives with less time to fuel and shop, we are delivering them greater choice, service and convenience. From mid-April, customers at 40 stations in Abu Dhabi can choose the service which best suits their needs – either a premium service, or self-serve.”
“Our new fuel choices are part of the broader transformation efforts within ADNOC Distribution which include, for example, our recent agreement with Urban Foods to bring the Géant brand to some of our convenience stores to further improve the customer experience.”
Details of the premium fuel service fee are being finalised in consultation with customers and will be released in the coming weeks. Elderly customers and people of determination will be exempt from any premium-service charges.
New safety features will be introduced for self-serve customers, including touch pads to minimise static and gloves for those customers who prefer to use them during self-serve.
The MyStation service, which delivers gasoline fuel, or LPG cylinders to customers via an App, is currently being trialled in a small pilot underway in Abu Dhabi.