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05.11.20

Keeping standards high through challenging circumstances

Mabanaft, one of the UK’s largest independent fuel importers and wholesalers, has just released the results of its 2020 customer survey.

We take pride in listening to our customers and delivering the best possible service. To ensure standards remain high, Mabanaft undertakes a customer survey each year to listen to and act on essential feedback.

Top priorities

In this year’s survey, customers confirmed that their priorities remain the same when choosing a fuel supplier – identifying customer service, reliable continuity of supply, the accuracy of invoicing and price as key drivers.

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Customer service

97.5% of our customers rated the service they received this year as excellent or good, with comments including “always happy on the phone and extremely fast at placing orders” and “very efficient, professional, always helpful and courteous”. Positive feedback on the way Mabanaft’s staff have performed is especially commendable given the hugely difficult circumstances created by the COVID-19 lockdown. While working from home has presented new challenges, we continue to explore ways of supporting staff and enhancing internal communications so they can provide answers quickly in the event of queries.

Reliability of supply

While always significant to customers, reliability of supply has been of paramount importance throughout the uncertainty of 2020. With an increase of 1.1% from last year, 95% of those surveyed rated Mabanaft’s supply reliability as excellent or good. Demand for home heating oil surged as people remained in their homes at the beginning of lockdown, so we are delighted to have been able to keep pace with that demand and keep our customers fuelled.

Accuracy of invoicing

We understand that accuracy of invoicing is crucial for customers,as errors create a huge administration challenge. This year, 92.5% of customers rated invoice accuracy as excellent or good. The Mabalive portal allows customers to proactively manage deal administration throughout the deal lifecycle, meaning errors can be identified and quickly resolved. The survey result indicates there is still room for improvement; further investments in straight-line processing will help eradicate mistakes.

Price

Mabanaft prides itself on providing customers with quality fuel at competitive prices, even in a fluctuating market. According to survey respondents, 97.5% believe that we are performing well on pricing and that “prices in the past year have been very competitive”. The Mabalive pricing portal has proven to be invaluable during the lockdown, offering live prices online between 8am and 5.30pm. In response to customers’ feedback, further enhancements such as online bidding will be released shortly.

Mabalive

Alongside the main priorities, customers also praised our online system Mabalive, saying one of the main benefits it provides is the “ability to view current prices live” as well as offering “a very straightforward process and usefulness in tracking outstanding balances”. They also rated online reporting and deal administration highly for ease of use and saving time.

Steadfast in difficult times

Martin Cook, Managing Director, says of this year’s survey results: “Despite the challenging circumstances of 2020, Mabanaft is delighted to have delivered a reliable supply of fuel and provided what our customers deem to be an excellent service throughout. We have received brilliant feedback that will allow us to improve even further in the coming year. We also noted several helpful suggestions for ways to improve certain aspects of our service.

Online bidding will offer a new and exciting dynamic to the process of purchasing fuel online. We will also bear in mind requests for Mabanaft to have a presence in additional locations. We’d like to thank everyone who took part in our 2020 survey and look forward to working with you all over the coming years.”

To find out more about Mabanaft, call 0207 802 3300 or email and a member of our team will get back to you.

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Key Facts

£1.2BN

Mabanaft (UK) has an average turnover of £1.2 billion