Measuring the consumer experience Synergy Diesel Efficient Site Experience Program

Transcription

1 Measuring the consumer experience 2018 Synergy Diesel Efficient Site Experience Program

2 Table of contents To access the interactive functions of this PDF, please use Adobe Reader for best results. Click on the topic to go to that section of this document. Use the forward and backward arrows at the bottom of the page (near the page number) to navigate forward and back in this document. Synergy Diesel Efficient Site Inspection Evaluation form 4 MPDs/Dispensers Question 1: Are valances, skirts, side sheathing and Synergy forecourt elements in good condition? 5 Question 2: Are pump decals, screens/keypads in good condition? 6 Question : Are pump hoses and nozzles in good condition and free from dirt and damage? 7 Question 4: Are pumps/dispensers operational and functioning properly and not out of order? 8 Facility Question 5: Is the Exxon or Mobil Diesel canopy clean and well-maintained? 9 Question 6: Are fueling islands, curbs and bollards clean and well-maintained? 11 Question 7: Are canopy lights working? 12 Question 8: Are customer supplies available and trash receptacles well-maintained? 1 Marketing Question 9: Do all fueling positions meet OSA standards? 14 Question 10: Are all fueling stations free from any additional non-standard OSA items? 15 2

3 Synergy Diesel Efficient As a Branded Wholesaler, you know growing your business boils down to one question: How can I differentiate my stations from the rest? It starts with a different kind of diesel one that s been lab-tested, road-tested and proven to improve fuel economy for both light-duty and heavy-duty vehicles. Synergy Diesel Efficient fuel is the first branded diesel in the US with a proven 2 percent fuel economy improvement claim.* Drivers who used Synergy Diesel Efficient fuel also reported improved performance, reduced Diesel Exhaust Fluid (DEF) consumption and reduced maintenance costs. *Applies to Exxon and Mobil Synergy Diesel Efficient branded fuel compared to diesel fuel without detergent additive. Vehicle testing showed an average fuel economy improvement of 2 percent. Actual benefits will vary depending on factors such as vehicle/engine type, driving style and diesel fuel previously used.

4 2018 Synergy Diesel Efficient Site Inspection Evaluation form If viewing this document electronically, click on the question to go to that section of the document. MPDs/Dispensers (value = 14 ) Score allocation Q01 Are valances, skirts, side sheathing and Synergy forecourt elements (if present) in good condition, free from dirt, damage, and graffiti? 6 Q02 Are pump decals (excluding State legislation) and screens/keypads in good condition and free from dirt and damage? Q0 Are pump hoses and nozzles in good condition and free from dirt and damage? 2 Q04 Are pumps/dispensers operational, functioning properly and not out of order (visual inspection only)? Facility (value = 12 ) Score allocation Q05 Is the Exxon or Mobil canopy clean and well-maintained? Q06 Are fueling area islands, curbs and bollards clean and well-maintained? Q07 Are canopy lights working? Q08 Are customer supplies available and trash receptacles well-maintained? Marketing (value = 4 ) Score allocation Q09 Do all fueling positions meet OSA standards? 2 Q10 Are all fueling positions free from any additional non-standard OSA items? 2 Score summary 0 4

5 MPDs/Dispensers Question 1 Are valances, skirts, side sheathing, and Synergy forecourt elements in good condition, free from dirt, damage, and graffiti? 6 The appearance of equipment needs to appeal to the consumer. Clean and damage-free are elements that will attract consumers. In order to compete in the marketplace, and to maximize the success of the site, equipment needs to be clean and properly maintained. The following items were free from excessive peeling paint, damage, excessive dirt and graffiti: Valances Pump facings Pump skirts Pump side sheathing (side of pump) The tops of pumps are free from excessive dirt/grime that appears to look excessive and long-standing Synergy Blades, red column and Koalas Synergy Pump Number Wedges If applicable, LED strips on Synergy elements (Blade) are free from damage Bad skirt damage Valance dirty Note: The images of pumps are to explain the difference between compliance versus non-compliance, and may not reflect accurate placement guidelines. 5

6 MPDs/Dispensers Question 2 Are pump decals (excluding State legislation) and screens/keypads in good condition and free from dirt and damage? All decals (excluding State legislation) are free from excessive dirt and damage Screens/keypads are free from visible damage Notes: ExxonMobil Marketing decals are exempt from this question, as follows: - Plenti Instructional Decals - 5-Step pay at the pump - Plenti Proud Partner - Speedpass+ QR Codes Screens/keypads damaged Keypad damaged Screens/keypads damaged Note: The images of pumps are to explain the difference between compliance versus non-compliance, and may not reflect accurate placement guidelines. 6

7 MPDs/Dispensers Question Are pump hoses and nozzles in good condition and free from dirt and damage? 2 The appearance of equipment needs to appeal to the consumer. Clean and damage-free give the appearance of a well-operated site. All pump hoses and nozzles are free from excessive/layered dirt and damage (considered dirty if you wipe the nozzle or hose and get dirt/ grime/rust on your skin) This question evaluates condition only. Presence of hoses/nozzles will be evaluated in Question 04. Display buildup of dirt, grime, neglect or damage Display buildup of dirt, grime, neglect or damage Note: The images of pumps are to explain the difference between compliance versus non-compliance, and may not reflect accurate placement guidelines. 7

8 MPDs/Dispensers Question 4 Are pumps/dispensers operational, functioning properly and not out of order? (Visual inspection only) Properly maintained equipment will help to minimize downtime as well as impact the overall consumer experience All dispensers are operational and undamaged Inoperable pump dispensers: - A provision is in place for one side of one pump to be inoperable, as long as it is bagged using the proper out of service bags (no handwritten signs) - One nozzle can be bagged-off on one side of one dispenser No missing hoses/nozzles Note: Anything more than one side of one dispenser will cause loss of. Only one side of this pump is working, and it is properly bagged so this is compliant. Improperly marked out of order Inoperable pump improperly marked Out of order pump improperly bagged Nozzle damage Missing hose/nozzle Note: The images of pumps are to explain the difference between compliance versus non-compliance, and may not reflect accurate placement guidelines. 8

9 Facility Question 5 Is the Exxon or Mobil Diesel canopy clean and well-maintained? Canopy should be well-maintained and free from the following: - Noticeable structural damage - Long-standing dirt and rust (any long-standing dirt or rust present should not be larger than 1 foot X 1 foot area combined) - Cracks, fading, or damage (that is visible from more than 5 feet away) - Exxon or Mobil logo completely free of rust or dirt buildup (not visible from more than 5 feet away). An example of fading would be that the blue or red section is so faded that it appears white or milky from a distance - Peeling paint exposing the raw material/primer coating underneath that is noticeable and appears as though there is long-standing neglect Columns or poles are free from visible damage and excessive peeling paint Underdecking light covers are clean and undamaged Underdecking can be painted white or titanium and kept clean Compliant Examples 9

10 Facility Question 5 Is the Exxon or Mobil Diesel canopy clean and well-maintained? Damaged canopy Peeling paint Corporate logo fading Damage Canopy damage Canopy columns dirty Underdecking is dirty Underdecking is peeling Underdecking is peeling Dirt/rust/lighting Canopy downlighting damage Underdecking is noticeably dirty Underdecking is noticeably dirty Underdecking is noticeably dirty Logo damage Underdecking is noticeably dirty Underdecking is noticeably dirty 10

11 Facility Question 6 Are fueling islands, curbs and bollards clean and well-maintained? All curbs and bollards that are located at the fueling islands are free from excessive dirt, rust, or damage and free from excessive peeling or chipped paint (minimal tire marks and scuffs are acceptable) Any broken section of curbs are no greater than the size of a softball Pump islands/fueling areas free from anything excessive in the following: - Litter/debris - Dirt or rust - Chipped paint (minimal is acceptable) - Conspicuous damage Curbs in poor condition Curbs in poor condition Damaged/bent bollard Excessive trash Bollards need to be properly sanded and re-painted Bollards need to be properly sanded and re-painted 11

12 Facility Question 7 Are the canopy lights working? For lighting and the brightness in a retail environment, research continues to reveal that our eyes are naturally drawn to well-lit retail environments, which are more appealing to potential consumers. Care as well as attention to detail is important. Canopy downlighting is functional (no more than one (1) underdecking light is out) Fascia lighting is functional (no more than one (1) fascia light is out) Exxon or Mobil logo is illuminated (if applicable by design) More than one canopy fascia lighting out More than one under deck light out (night) More than one underdeck light out (day) 12

13 Facility Question 8 Are customer supplies available and trash receptacles well-maintained? Squeegees, windshield washer fluid and paper towels are available near each pump island Trash receptacles around the building and pump islands are not excessively dirty, and trash that can be effortlessly pushed down to create reasonable space for more trash - changing appearance to not overflowing Regardless if site is Self Service or Full Service, customer supplies and trash receptacles need to be available near each pump island Site will lose if customer supplies are only located inside store Paper towels Squeegee Fluid Excessive litter Trash receptacle excessive dirt Squeegees unavailable Trash receptacle overflowing Visible trash/no customer supplies 1

14 Marketing Question 9 Do all fueling positions meet OSA standards? 2 Synergy Koala must have all OSA slots filled with current (not expired) ExxonMobil program signs Generic messages (such as Enjoy your drive ) are not acceptable For Synergy pumps where Koalas are present with OSA slots, pump toppers are optional. If Koalas are not present or do not have OSA, all pumps need to have pump toppers with 50% displaying current ExxonMobil OSA. Notes: No partial will be awarded. Anything more than 1 pump topper or 1 koala sign missing current OSA will cause loss of. OSA material should be specific for Diesel Efficient, should not have the OSA for the normal retail forecourt. Non-compliant OSA items Empty pump topper frame not acceptable Unacceptable pump topper execution Note: The images of pumps are to explain the difference between compliance versus non-compliance, and may not reflect accurate placement guidelines. 14

15 Marketing Question 10 Are all fueling positions free from any additional non-standard OSA items? 2 In order to earn the bonus of 5, the following will be verified at each fueling location to ensure that the non-compliant OSA items are not in place: - Pump ears - Handwritten signs - No ExxonMobil Smart Card or Plenti Card holders at the dispensers Non-compliant OSA items Pump ears Handwritten signs ExxonMobil Smart Card and/or Plenti Card holders at the pump Pump ear and hose flag Pump ear, hose flag and ExxonMobil Smart Card holder Note: The images of pumps are to explain the difference between compliance versus non-compliance, and may not reflect accurate placement guidelines. 15