safety - PKN Orlen
safety - PKN Orlen
safety - PKN Orlen
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<strong>PKN</strong> ORLEN – a brand open to dialogue<br />
Another initiative is the Brand Barometer project, which<br />
involves periodic customer satisfaction assessment.<br />
The results of the assessment are thoroughly analysed<br />
and used to implement specific solutions.<br />
The idea behind those initiatives is continuous improvement<br />
of customer service standards and customer satisfaction<br />
levels, which is particularly important given<br />
the growing customer awareness and expectations<br />
concerning product and service quality, and the level<br />
of service provision. This is why we analyse very carefully<br />
every complaint made by customers and use their<br />
suggestions to improve our work. A strong brand reputation<br />
and loyal customers are a solid foundation for<br />
the economic success of a company.<br />
In 2010, <strong>PKN</strong> ORLEN centralised the complaints and claim<br />
management system in the retail sales area in order<br />
to be able to better and faster react to customer expectations.<br />
Actions were taken to streamline the document<br />
circulation process. The information we receive<br />
from customers is processed in a professional manner<br />
and thoroughly analysed in order to improve the offer<br />
of our fuel stations across the country.<br />
We do our best to meet the needs of various groups<br />
of For our m customers re information F example, visit: customers with special<br />
needs can now find a <strong>PKN</strong> ORLEN fuel station with<br />
the req uired disability facilities via the www.orlen.pl<br />
website.<br />
For more information, visit:<br />
The 2009 Corporate Responsibility Report, p. 46<br />
COMMITMENT<br />
We plan to launch new applications to enable online<br />
search of <strong>PKN</strong> ORLEN fuel stations in August 2011.<br />
These will be:<br />
• www.m.orlen.pl – a light version of our corporate<br />
website with a search engine, available from any<br />
mobile device with internet access<br />
• an advanced fuel station search engine for smartphones<br />
(compatible with Android, iPhone and Blackberry<br />
systems).<br />
Complaints and claims<br />
Year 2008 2009 2010<br />
Filed Accepted Dismissed Filed Accepted Dismissed Filed Accepted Dismissed<br />
Complaints<br />
553<br />
100<br />
453<br />
635<br />
147<br />
488<br />
1,080<br />
332<br />
748<br />
Claims<br />
597<br />
178<br />
419<br />
758<br />
227<br />
531<br />
826<br />
199<br />
627<br />
Total<br />
1,150<br />
278<br />
872<br />
1,393<br />
374<br />
1019<br />
1,906<br />
531<br />
1,375<br />
28
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