Repsol

Customers

Customer satisfaction studies are carried out at least every two years, although there may be exceptions depending on the country and the business. They are conducted by external companies.

The Customer Satisfaction Index uses a scale of one to five and is used in Spain, Argentina and Portugal.

Performance indicators

Customer satisfaction indexes

In Spain, Argentina, France and Portugal, we use the Customer Satisfaction Index (CSI), a scale from one to five, with five being the highest mark possible. In Ecuador and Peru, a percentage scale is used, with 100 being the maximum satisfaction level. The indicator used to evaluate the satisfaction of our Chemicals customers is the percentage of orders delivered on time.

CSI by business area

LPG	2008	2009	2010
Spain
Private customers bulk	4.03	NA	4.15
Companies bulk	4.11	NA	4.11
Piped	3.95	NA	3.95
Bottled	4.21	4.18	NA
Argentina
Bulk	NA	4.3	4.4
Ecuador
Bulk	NA	95.07%	94.43%
Bottled	NA	84%	88%
Portugal
Piped ⁽¹⁾	NA	3.77	NA
Bottled ⁽²⁾	NA	4.21	NA
Bulk ⁽³⁾	NA	3.99	NA
Peru
Bulk ⁽⁴⁾	Not available	Not available	91%

Service Stations	2008	2009	2010
Spain	NA	4.02	NA
Peru	71%	83%	76%
Portugal	NA	3.91	3.95

Direct Sales	2008	2009	2010
Direct Customers Spain	4.18	4.21	NA
Direct Customers Portugal	3.87	3.92	4.10
Distributors' Customers Spain	4.60	NA	4.36
Distributors' Customers Portugal	4.40	NA	NA

RYLESA	2008	2009	2010
Spain	4.13	4.19	4.28
Portugal	4.23	NA	NA

Chemicals	2008	2009	2010
Repsol Chemicals	92.7	89.5	86.9

(1) The CSI in 2007 was 3.73
(2) The CSI in 2007 was 4.21
(3) The CSI in 2007 was 4.02
(4) No data on customer satisfaction of the service provided in Peru is available before 2010.

Complaints

All the complaints we receive from our customers are analyzed so that we can implement corrective actions.

Number of complaints to Marketing	2009	2010
Spain and Portugal	34,865	28,411
Peru ⁽¹⁾	210	270
Total	35,075	28,681

Number of LPG complaints	2009	2010
Spain	56,865	51,367
Argentina⁽²⁾	2,276	2,619
Brazil	2,159	2,096
Ecuador	1,211	15,658
Portugal	105	48
Total	62,616	71,788

	2008	2009	2010
Number of complaints in Chemicals	826	696	663

(1) These figures only relate to service stations.
(2) The figures on complaints in Argentina reported in the 2009 CR report relate to all the communications received, and not the total number of communications that were complaints.

The actions to be carried out are contained in the 2012 Sustainability Plan: Program 8 (Influencing our suppliers, contractors, distributors, partners and customers)

2010 objectives	Progress on 2010 objectives
Increase customer satisfaction levels and reduce the number of complaints.	During 2010, we took action to reduce complaints and improve Repsol customer satisfaction. The satisfaction index increased in most of our commercial areas.
Increase the number of disabled-accessible service stations.	In 2010 the number of accessible service stations increased from 81 to 291.