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PETRONAS Ranked First in Customer Experience Excellence 2021
We are proud to have made it to the top spot of the Malaysian Customer Experience Excellence for 2021, in a global research conducted by KPMG!
A seamless and enjoyable experience at our stations has always been an integral part of our continuous effort to make our customers' lives #simplerandbetter!
Innovation solutions for a Simpler & Better customer experience

PETRONAS has topped this year's rankings in customer experience excellence. In addition to quality fuel products, differentiated services and one-stop convenience centers that offer dining, shopping, banking and many more, we go the extra mile to curate enjoyable customer experience that is unique to PETRONAS. As a progressive energy and solutions partner, we envision what our customers’ journey would look like, identify their pain points and help iron out any bumps along the way.

Our Setel app was born from observing customer pain points such as long queues at the payment counter, use of physical loyalty cards and RM200 credit card hold, to provide a seamless and frictionless refuelling experience with a cardless and cashless app. This gives customers the power and convenience of paying for fuel and Kedai Mesra purchases as well as earning and redeeming loyalty points from the app while staying in the comfort of their vehicle, further minimising physical contact.

We have also gone on to setup a new eatery corner within our stations, Makan@Mesra, which offers convenient yet fresh and well-balanced premium food. This proves to be an added convenience for our customers as they stop by for refuelling while at the same time, have their breakfast, lunch or dinner sorted out.

Apart from that, we go beyond retail by introducing ROVR - the first mobile refuelling service in Malaysia for both commercial and everyday drivers. The service has also proven pivotal in times of crisis such as during floods where fuel supply is disrupted or even to serve rural areas where access to fuel is a challenge.
Reaching greater heights together, to improve the lives of everyday Malaysians

Here are Malaysia's 2021 Top 10 leaders in #CustomerExperience Excellence, according to KPMG's research which incorporated the voices of over 88,000 consumers across 26 markets, to determine which organisations delivered outstanding customer experience in their respective countries measured against the Six Pillars of Customer Experience - Integrity, Resolution, Expectations, Empathy, Personalization and Time & Effort. Based on KPMG's study, personalization is the key driver of both loyalty and advocacy in the Malaysian market.

Image source - KPMG (https://assets.kpmg/content/dam/kpmg/my/pdf/orchestrating-experiences-my-2022.pdf)

Achieving world class excellence through The Six Pillars of Experience

Image source - KPMG (https://assets.kpmg/content/dam/kpmg/my/pdf/orchestrating-experiences-my-2022.pdf)

Thank you for making PETRONAS your No.1 companion throughout your journeys!

You can read the full article by KPMG here or download the report here.

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