YouGov survey finds Abu Dhabi customers embracing new fuel choices

87% of customers satisfied after trying ADNOC Distribution’s new Premium Service or Self Serve; ADNOC Flex free period extended to June 28

Research undertaken by international research house, YouGov, has found that 87% of customers in Abu Dhabi are ‘satisfied’ or ‘very satisfied’ with new fuelling choices offered by ADNOC Distribution. The company began offering the choice of a Premium Service or a Self Serve option to fuel customers at 40 Abu Dhabi service stations as part of ADNOC Flex last month, and there have been more than 1.4 million transactions undertaken to date. The research, conducted by YouGov over the last 30 days, surveyed customers who had tried either the Premium Service or Self Serve option. In total, 93% of respondents indicated that they would recommend the fuelling options to others. Sultan Salem Al Jenaibi, ADNOC Distribution’s Vice President for Retail Sales in Abu Dhabi, commented: “These positive results from YouGov are encouraging, and reflect the feedback we have received from ADNOC Distribution customers at our service stations since the free invitation period for Premium was launched at 40 stations in April. Our station attendants will continue to support customers as they adjust to the new fueling choices available to them, and we are continuously looking for ways to further improve customer service.” Respondents to the YouGov survey, commissioned by ADNOC Distribution, indicated that the quality of the service provided (30%) and convenience in refuelling and payment (24%) were the main drivers of satisfaction. ADNOC Distribution has announced that is extending the free invitation period for ADNOC Flex to June 28, taking into account Ramadan and Eid and to allow fuel customers around the UAE to try the Premium Service and Self Serve options before deciding which choice best suits them. When rolled out fully, the Premium Service will include enhanced level of service by an attendant; a new rewards program; discounts at ADNOC Distribution’s convenience stores and car wash and exclusive promotions from big-brand partners. For those customers who choose the self serve option, ADNOC Distribution is committed to making the customer experience safe, simple and quick. To assist customers, ADNOC Distribution is currently giving away free Smart Tags, for a limited time, which allow customers to pay for fuel without using a credit card or cash, after being topped up online. Sultan Salem Al Jenaibi, ADNOC Distribution’s Vice President for Retail Sales in Abu Dhabi, continued: “Fitting a Smart Tag to your vehicle is the easiest and quickest way to refuel and pay at ADNOC Distribution stations. Customers will always be able to use cash or card if they prefer but a Smart Tag will make the experience of filling up much easier.”