Retail Fuel Quality Management Programmes - Customer satisfaction nationwide for Pertamina Indonesia

Case Study: Intertek helps a major petroleum company improve their large network of retail petrol stations in Indonesia.

PERTAMINA is an Indonesian state owned Oil and Gas Company providing wide range of upstream and downstream services for both domestic and overseas markets, and operate the largest number of retail petrol stations in Indonesia.

Industry challenge: 

Due to increasing market competition in the retail market, PERTAMINA launched a nation-wide transformation program, "Pasti Pas", in April 2008, with the objective to not only improve the visual presentation of its petrol station but also guarantee retail service quality to world class standards.

The solution: 

Intertek experts helped the company with independent quality auditing of 4,500 SPBU (Public Petrol Stations) nationwide. The audit spanned the islands of Sumatra, Java, Bali, Kalimantan and Eastern Indonesia across to Papua New Guinea.

Improved Customer Satisfaction & Loyalty Nationwide (89 KB PDF)