Expectation vs reality
What does the move to a fossil-fuel free transportation future mean for service stations? Our first task was to work out what actually happens when customers visit, what’s their expectation of the experience, and, what’s causing attitude changes over time. The client recognises that without understanding their customer, it’s difficult to envisage how successful future initiatives might be. This research helped to fill gaps in customer knowledge and uncover opportunities to optimise service across phases of the customer journey.