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Focus on Service Pays Off For Z


Focus on Service Pays Off For Z

Independent Survey Shows Kiwi Motorists Most Satisfied With Rebranded Fuel Retailer
Auckland, 15 June 2012 – With petrol prices showing no sign of abating, a new Canstar Blue survey says that nearly 70% of kiwi motorists’ quality of life is being impacted by the rising cost of fuel.

For many, there simply is no alternative to using the car, says Derek Bonnar, Canstar New Zealand National Manager.

“More than 50% of kiwis are now only using their cars for essential trips, and more than two thirds are taking advantage of fuel discount vouchers to save money.

“There’s no doubt that high prices are hitting motorists’ wallets hard. They’re managing their costs in in a variety of ways. Use of public transport is up (21% of survey respondents), 38% of respondents wait until the fuel light has been on for at least a day before refuelling and nearly 60% sacrifice convenience for price,” says Bonnar

More than 2,200 respondents rated service stations in six categories:

1. Overall satisfaction
2. Price of petrol
3. Service
4. Range of other items
5. Appearance and cleanliness
6. Facilities
The rebranded Z Energy rated the highest, with five stars in every category except price, where it was beaten by independent family owned chain Gull.

“Z’s focus on service and the community appears to be paying off. They’ve put the service back into service stations, and motorists appreciate the finishing touches, awarding Z the highest ratings for appearance/cleanliness, range and facilities.

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“They are leading the way with service too. Z doesn’t have forecourt attendants; it has forecourt concierges, guaranteed at every Z location between 10am and 5pm daily.

“Even though the market is largely price driven, Z has a positioning that offers motorists more,” says Bonnar.



About the survey

Canstar Blue commissions Colmar Brunton Australia to survey 2,500 New Zealand consumers each month to measure their satisfaction across a range of products and services. The outcomes reported here are the results from a survey of consumers who have visited and purchased petrol from a service station in the last 6 months, within the survey group - in this case, 2,232 people.

Canstar Blue is a division of financial research and ratings company, CANSTAR which has been operating in New Zealand for nearly a decade. Canstar Blue provides New Zealanders with the latest customer satisfaction ratings on products and services free of charge via the website www.canstarblue.co.nz.

To view the full results of the Canstar Blue survey go to: wwwcanstarblue.co.nz
Ends

About Canstar Blue:
Canstar Blue New Zealand was launched by CANSTAR, New Zealand and Australia’s premier researcher of retail finance information for more than 350 institutions across the finance sector Canstar Blue will release regular surveys to measure and track New Zealand customer satisfaction to help consumers make the best purchasing decisions for their needs. Canstar Blue also provide customer satisfaction ratings in Australia.

About CANSTAR:
Founded in 1992, CANSTAR Pty Limited is Australia and New Zealand's premier researcher of retail finance information for over 350 institutions such as banks, building societies, credit unions, finance companies, brokers, mortgage originators, life companies and finance related internet portals. CANSTAR customers use the extensive database for competitor analysis as well as a means of disseminating their product range. This information is also distributed to print and electronic media for publication and to agents, accountants, brokers and internet portals for use in advising their clients.

What are the Canstar Blue ratings?
Canstar Blue uses market research to determine customer satisfaction ratings across a range of products and services including banking, telecommunications and electronics in Australia and New Zealand. Results are freely available to consumers who are encouraged to use the ratings as a guide to product excellence. The results can be seen at www.canstarblue.co.nz . New ratings are added regularly.

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