Petro Canada Tops in
Customer Satisfaction
Outstrips Canadian Tire as favoured gas station
In a random sampling
of public opinion taken by the Forum Poll™ among 1353 adult Canadians, Petro
Canada received the best scores for customer satisfaction of all the major
gasoline station chains in Canada, with a total of three quarters satisfied
with the service they received (73%), and more than half saying they are “very
satisfied” (51%). Following very closely are Ultramar and Canadian Tire (48%
very satisfied each), then Shell (46%) and Husky and Esso (44% each). The last
time we polled this issue (in 2013), Canadian Tire stations led (78% satisfied,
44% very satisfied) and Petro Canada was tied for third with Ultramar (39% very
satisfied each). Staions which do not rate highly, in 2013 or now, include Olco
(2016 very satisfied - 26%), Mobil (28%) and Mohawk (32%).
It should be noted
that, in the past 3 years, all the stations we track have seen their customer
satisfaction scores increase significantly. As the tracking methodology has not
changed, this is seen to be due to increased focus by operators on keeping
existing customers through higher standards of service.
“Canadian Tire has
always scored well in our customer satisfaction tracking, and Ultramar’s high
score may be ascribed to its Quebec roots (we find Quebec retailers often score
higher in their own province than others), but seeing Petro Canada, a
nationwide mass-market chain, go from third to first is surprising” said Forum
Research President, Dr. Lorne Bozinoff.
Lorne Bozinoff,
Ph.D. is the president and founder of Forum Research. He can be reached at
lbozinoff@forumresearch.com or at (416) 960-9603.
