The quest for the best in customer satisfaction continues

The Sullivan Group, which is a research and consulting firm focusing on the oil industry, conducted a survey to measure the industry's customer service performance, particularly in the Hartford, CT, and Atlanta markets. Results reveal that employee personality and professionalism have a great impact on customers' impression of a facility. Customers also give high priorities to well-maintained and accessible facilities. Furthermore, new technologies and competitive gasoline pricing entice them to patronize a service station.
Uncovering the various reasons that determine why customers purchase gasoline at a given location is the aim of an ongoing survey by The Sullivan Group, a research and consulting firm [...]