"Filling Up Your Hearts, Too" for our customers
COSMO THE CARD
COSMO THE CARD is a leading membership card in the industry, but we continuously make efforts to increase its members. The purpose of this card is to encourage customers who pay cash to become members, which increases the frequency of using our service stations. We build up a good relationship with our customers by guaranteeing their satisfaction through the card, such as giving value and meeting their needs, and increase income by steadily selling vehicle fuels and offering car care. In January 2006, in order to get new members and to maximize profits, we entered into a partnership with the Ion Group, a leading general merchandise store (GMS).
Self-service station
Recently, customers tend to use self-service stations because the gasoline price is increasing in proportion to a sharp rise of crude oil cost. The share of self-service stations all over Japan increased to 10.2 percent at the end of March 2006. Meanwhile, the Cosmo Oil Group positively made an investment in self-service stations to attain a 13.8% share exceeding the industrial average.
Auto B-cle network
We offer car life solutions to meet a variety of customers' needs. The Auto B-cle network is one solution for providing car care. Each site adjacent to our service stations has a workshop for automobile inspection and repair as well as high-grade car cleaning equipment, and sells car goods, such as tires and batteries.
According to the slogan "Familiar and Clean Car Life Networks, " we meet versatile customer needs for automobiles.
Customer center activities
In October 2000, we opened the "Cosmo Customer Center" to enable two-way communications with our customers. In FY2005, the center received about 3,800 comments and complaints from our customers by free telephone or e-mail. We make efforts not only to collect, classify, and analyze them and respond to them properly, quickly, and politely, but also to inform the departments concerned of the customer requests as soon as possible. Such comments and requests are very helpful for us to improve our services and processes, and customer satisfaction.
Diagnosis of services at our service stations
We instruct our service stations to follow the four basic requirements: friendliness, cleanliness, high quality, and a feeling of security. To check whether the requirements were met at a high level, we conducted a survey from the customer's point of view six times in FY2005. We analyzed the survey results and fed them back to each service station to make improvements.
PP (Privacy Policy) point
When the personal information protection law became effective in April 2005, we made a decision that we would reinforce our personal information control system at our service stations to protect the security of customer information. Since FY2005, Cosmo Oil has employed PP points for measuring the extent to which personal information is controlled correctly to evaluate and improve the actual status of all our service stations.
We set up elements for protecting personal information, such as a control system and its running status, to quantitatively evaluate and grasp the personal information control status of each service station.
The first evaluation performed in FY2005 showed that the average score of all our service stations was 64.0 point. In FY2006, it increased by 8.4 points to 72.4 points.
Our goal is 100 points (full marks). Each SS aims to gain the trust of its customers by running self-diagnosis regularly to address problems.
Measures against accidents
Because they handle hazardous materials including gasoline, service stations are constructed according to the Fire Defense Law.
As preparation for earthquake, we are always ready to check all the facilities of our service stations and to safely supply energy to the local customers. If the seismic intensity is five or more, affected service stations ensure safety by checking the plumbing system of the underground tank for leaks, and by performing a pressure test.
We implement safety measures considering two aspects: preventive actions against disasters, and contingency planning to minimize the damage.
Ensuring the product reliability and the reliability promotion system
In order to not only ensure safety and reduce environmental loads, but also to offer products that meet customers and social needs including the sense of usability, the Cosmo Oil Group defines guiding principles on quality in "Chapter 1: Relation with Consumer/User" of the Corporate Activity Guideline, " and works on how to develop high-quality products. In addition, we have formed three organizations: "Quality Assurance Committee, " "Quality Assurance Liaison Committee, " and "Quality Assurance Meeting" at the headquarters. The first makes decisions on QA promotion plans and other programs related to quality. The second and third committees set up at the headquarters as subcommittees of the first implement QA functionally and quickly. These organizations always help different departments communicate with each other in order to improve the quality of products and to ensure reliability.
Our refineries are certified with ISO 9001, the international standard for quality management system, for our main products. We will make efforts to improve the quality, while regarding safe production as quality.
