Repsol

Customer satisfaction

We are carrying out studies to define the satisfaction level of our customers and detect areas for improvement which need to be worked on. There are several tools enabling us to define the customer satisfaction index (CSI).

Repsol uses several systems to measure the level of customer satisfaction, such as:

• Monitoring the number of complaints over time.
• Customer satisfaction surveys. 
• Indicators of overall service levels, which measure compliance with delivery dates.
• Reports on visits by sales managers.
• Reports by technical assistance and development personnel, which gather information from customers with a view to developing new products and services.      

We use these tools to measure specific aspects such as staff friendliness and manner, compliance with deadlines, efficiency and speed, product quality, clarity of invoices, ease of telephone contact, troubleshooting and technical assistance.  

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