Sl.NO.

QUESTIONNAIRE
Name of the customer
Address

1)

What types and how many diesel vehicles you have? (in numbers)
a.
CAR
d.
HCV
b.
LCV
e.
BUS
c.
MCV

2)

What is your diesel requirement per

tank?

3)

Are you filling regularly from IOC?

YES/NO

4)

Are you aware of XTRAPOWER fleet card of IOC?

YES/NO

5)

If YES , do you have an XTRAPOWER fleet card?

YES/NO

6)

How did you come to know about the product?

a.
Media
c.
Hoardings
b.
Retail Outlet
d.
others

7)

How long have you been using this?

a.
less than 1 year
c.
1-2
b.
years

8)

9)

i
ii

More than 2 years

Do your vehicles fuel from outside Kerala?

If YES how many litres in a month?
a.
< 500
c.
> 1000
b.
500 - 1000

YES/NO

According to you please rate the product in the following features in the scale of one to five?
(1 : Best 5:Worst)
a.
Convenience
b.
Security
c.
Ease of Usage
d.
Control
e.
Rewards

10) What are the additional features you want in this card ?
a.
b.
c.

Sample Population
1.
2.
3.
4.

Customers of retail outlets of IOCL

Drivers who engage in transportation of products for construction purposes
Drivers who transport products from one state to another
Customers with small vehicles.

Sample Size : 216 numbers

Place of conducting research

: Kochi (Kerala)

Findings

Are you filling regularly from retail outlets of IOCL?

90%
80%

P
E
R
C
E
N
T
A
G
E

70%
60%
50%
40%
77%
30%
20%
33%
10%
0%
YES

No

RESPONSE

Almost 77% of the customers of IOCL were regularly filling from the retail
outlets of IOCL.

33% of the customers of IOCL are not its regular customers. They also
preferred other retail outlets as well.

Are you aware about the xtrapower fleet card of IOCL?

70%
60%

P
E
R
C
E
N
T
A
G
E

50%
40%
65%
30%
20%
35%
10%
0%
YES

No

RESPONSE

35% of the customers were alone aware of the xtrapower fleet card whereas 65%
of the customers were unaware of this loyalty program. 65% also included drivers
of small companies which had one / two HCVs

If yes, do you have xtrapower fleet card?

90%
80%

P
E
R
C
E
N
T
A
G
E

70%
60%
50%
80%
40%
30%
20%
10%

20%

0%
YES

No

RESPONSE

Among the 35% of the customers who were aware of the xtrapower fleet card, only
20% of the customers were using this facility.
The major reasons:
1. The entire system seemed so complex (for 80%)
2. There is no proper information available to customers about the fleet card
(for 90%)
3. Customers faced technical difficulties while using the cards. This was also the
reason as to why some cards remained idle after the customers purchasing
them.
4. Small transporters (45%) were not very keen about the program.
How did you come to know about the xtrapower fleet card?
100%
90%

P
E
R
C
E
N
T
A
G
E

80%
70%
60%
50%

90%

40%
30%
20%
10%

30%
5%

10%

0%
Media

Hoardings

Retail Outlets

Others

RESPONSE

The main source of information about the loyalty program was through retail
outlets which constituted 90% as information providers to customers.

30% of the customers received information through various other sources

such as word of mouth, internet etc.

Media played a very poor role in providing information (only 5%) and so did
hoardings (only 10%)

How long have you been using this?

70%
60%

P
E
R
C
E
N
T
A
G
E

50%
40%
66 %
30%
20%
10%

30 %
14 %

0%
Less than 1 year

1 - 2 years

More than 2 years

TIME PERIOD

66% of the customers have been using this program for 1-2 years; 20% of the
customers have been using the loyalty program for less than 1 year, which means
IOCL has been successful in gaining trust of the customers.
This data also reveals the reluctance of the customers at the initial stage, as only
14% of the customers were using this facility since its introduction.

Do you fuel vehicles from outside Kerala?

80%
70%

P
E
R
C
E
N
T
A
G
E

60%
50%
40%
70 %
30%
20%
30 %
10%
0%
YES

No

RESPONSE

Only 30% of the customers were filling from outside Kerala. 70% of the customers
were having all their operations within Kerala.
If yes, how many litres do you fill in a month from outside Kerala?
80%
70%

P
E
R
C
E
N
T
A
G
E

60%
50%
40%
70 %
30%
20%
30 %
10%
10 %
0%
< 500

500 - 1000

> 1000

in litres

Majority (i.e. 70%) of the customers who were filling from outside Kerala were
filling 500 1000 litres.
Only 10% of the customers filled less than 500 litres and only 30% above 100
litres.
Level of satisfaction based on various factors
100%
90%

P
E
R
C
E
N
T
A
G
E

80%
70%
60%
50%
40%

90%
70 %

30%
20%

40%

10%

30%

10%

0%
CONVENIENCE

SECURITY

EASE OF USAGE

CONTROL

REWARDS

RESPONSE

Out of the people who used xtrapower fleet card:

90% was happy with the security these cards offered.

70% felt it to be convenient
Only 10% felt it easy to use
40% were interested in the control facility
30% were happy with the benefits

Additional features customers like to be incorporated in the fleet card

program:

10% customers felt they need some special benefits as they had and
continued to have large transactions
45% of the customers were having small vehicles. They received no benefits.
So they proposed a need to include the benefits for small vehicles as well.
75% of the customers preferred to receive information about their reward
points through SMS facility.
35% of the customers wanted to receive SMS relating to the balance amount
in their card when they sent SMS to some number.

Complaints of customers

30% of the customers complained that card swiping machines are not
properly maintained at some places.
40% of the customers were unhappy as pump attendants at some places
were not interested in providing this service.
90% customers said that they had lack of information about the operations
and benefits of the xtrapower fleet card.
20% had complaints that there were no dedicated person for collecting the
forms. So, there is a backlog of forms.
60% of the customers felt people at retail outlets didnt know much about
the program and they provided informations which were often misleading.