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31.07.18

Improving standards across the board

The results are in from our 2018 customer survey and they show that we have improved on our already consistently high ratings across key aspects of our service. We achieved our highest ever score for customer service and reliability of supply - 97.5% good or excellent - as well as improved scores for accuracy of invoicing, flexibility of payment terms and quality of advice and expertise - 95% good or excellent. View survey highlights

Reliability of supply

Reliability of supply remains a key driver for customers when selecting a fuel wholesaler so we are pleased to have achieved such a high score for this aspect of our service. Early on in the year the industry experienced a period of shortages when a prolonged and unusually cold weather event increased demand for heating oil, whilst the extreme weather conditions disrupted the supply-chain. Despite these significant challenges, we were able to manage supply allocations and minimise disruption to our customers.   

Customer service

Customer service is also of critical importance, so we are pleased to see that feedback from the survey confirms that customers find our staff ‘friendly and knowledgeable’ and feel that Mabanaft is ‘exceptionally customer focused’. As part of its drive for continual improvement we are now growing our sales team; a new appointment will be starting imminently to build on recent successes.

Mabalive

80% of respondents said they use online price information and fuel ordering on Mabalive. Feedback was excellent with customers saying they that they like having instant access to the market, and that it is quick, easy and convenient to use. A growing number of customers now also manage their trading account on Mabalive. They said it saves them time, is easy to use, and that they really like having real-time visibility of their account status online. 

Ensuring high standards 

It is so important to give customers the opportunity to tell us what they think about our service and make suggestions on ways we might be able to improve what we do. Their honest feedback helps us ensure that high standards are being met and maintained and we really do listen to what they say, and use their feedback to help us develop our offering. I was really pleased with the increased level of response this year and with the positive feedback we received. It is important to know that we continue to perform exceptionally well on the things that customers consider to be most important. I am extremely proud of my team and the very positive comments on the quality of our customer service bear testimony to their commitment, dedication and hard work.

It’s a very tough market and as an established player we were pleased to see that customers continue to value our offering. By providing consistently fair and transparent pricing, extended payment terms and exceptional customer service, we will continue to do good business with our loyal, long-standing customers and we look forward to working with them over the coming years.

Martin Cook
Commercial Director 

 

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Key Facts

100%

Real-time reporting on Mabalive is helping us move toward 100% accuracy throughout the deal lifecycle