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In 2017 we introduced our Customer Sup- port model, which is designed to improve customer satisfaction through a new way of managing contacts, answering que- ries and troubleshooting. In addition, our Customer Experience project enabled us to set in motion actions to improve cus- tomer relationship processes across our business areas by getting to know about their experience at key points of each provided service that affects their overall satisfaction.

Looking to the future, we shall continue to move forward by anticipating our cus-

tomers upcoming needs and continuing to improve our products and services accordingly. We have already set up our new marketing website, which provides a better fi t with customers expectations by providing an interface that enables them to carry out transactions easily and con- veniently. We have also revamped our Service Now system, which lets us speed up and deal systematically with all safety queries by implementing improvements in response to detected needs.

Loyalty programmes: Thanks to the Porque TÚ Vuelves programme, loyal customers get additional perks, such as discount points when making purchases for home delivery or on our online shop.

mobile apps: Consumers can save time and trouble by using Cepsa Pay to pay for petrol from their mobile phones.

2017 ANNUAL AND CORPORATE RESPONSIbILITy REPORT