As one of the UK’s largest independent fuel importers and wholesalers, we are proud of the strong and lasting relationships we have built with customers. Part of this is down to us listening to their requirements and delivering products and services that meet their needs. Each year we survey our customers to help ensure that standards remain high - here are the highlights of the 2021 survey.
GET YOUR PRIORITIES RIGHT
Our customers’ key priorities remain the same when choosing a fuel supplier; customer service, reliable continuity of supply, accuracy of invoicing and price, and importantly, we have once again performed very well in these key areas.
DELIVERING GREAT CUSTOMER SERVICE
94.6% of customers rated the service they received this year as excellent or good, with those rating customer service as excellent up by 13%. Comments included “always attentive and very transparent with any query or price enquiry” and “a great team who are a pleasure to deal with.” Whilst home-working can present challenges, staff at Mabanaft have worked hard to maintain standards over the past 12 months. 95% of customers say staff are friendly and helpful, that calls are answered promptly and requests are responded to effectively and efficiently.
RELIABILITY CONTINUITY OF SUPPLY
Reliability of supply remains of paramount importance and this year, 89.2% of those surveyed rated Mabanaft’s supply reliability as excellent or good. Once again, despite demand for home heating oil remaining high as people continue to work from home, we have been able to keep pace with demand.
ACCURACY OF INVOICING
At Mabanaft we know the importance of accurate invoicing - errors simply create additional unnecessary administration - so we are delighted that 94.6% of customers rated our invoice accuracy as excellent or good, an increase of 2%. Online deal administration on Mabalive certainly helps ensure that errors are identified and resolved before invoices are raised and we expect that this score will further improve as more customers embrace online administration.
COMPETITIVE PRICING
Mabanaft’s goal is to provide quality fuel at competitive prices and according to the survey the majority of respondents feel that our prices are either excellent or good. Online pricing on Mabalive continues to prove its worth, with live prices available to view online between 8am and 5.30pm,ensuring transparency.
ON THE MARK WITH ONLINE
Customers praised Mabalive highly, especially for enabling users to “see pricing at a glance and place orders quickly and easily” as well as offering “instant access to the market and its changing position”. They also rated online reporting and deal administration highly for its ease of use and capability to save valuable time. In response to customers’ feedback small enhancements, such as allowing customers to update orders with a PO number will be incorporated in the near future.
PROUD OF OUR PERFORMANCE
Our Inland Sales Manager, Clare Charlton, said: "Despite the continued challenges of 2021, customers are telling us we have provided excellent service and delivered a reliable supply of fuel throughout. We have also received helpful suggestions on ways to improve certain aspects of our service and will be using this feedback to inform future developments. It was interesting to learn that customers want to know more about fuel delivery services (we are contacting interested parties to see how we might meet their needs), and to gain insight into customer interest in new fuels. Requests for Mabanaft to have a presence in additional locations will also be taken into account.
We’d like to thank everyone who took part for their valuable input and look forward to working with you all over the coming years."