101

One of the tools we use to explore our customers experience is satisfaction sur- veys, which enable us to identify the key aspects and points for improvement in our products and services and thus raise

the quality we offer the market. We con- duct surveys over five-year cycles across all bC businesses, the period starting in 2016 now having closed:

In 2017, there were two main milestones in product sustainability. First, we suc- cessfully sought certification from the Roundtable on Sustainable Palm Oil (RSPO), which ensures that palm oil used to manufacture chemicals at our plants in germany and Indonesia comes from responsibly managed sources, thus completing a responsible supply chain for this commodity. Secondly, our bio- fuel sustainability management system for the Refining and Trading and bunker businesses was certified to the ISCC and RbSA standards, thus enabling us to market biofuels.

moreover, in line with our sustainabil- ity actions in our services and product manufacturing, we achieved a reduction in energy requirements. We operate with asphalt binders at low temperatures, which means a 26% reduction in fuel con- sumption and therefore in emissions gen- erated by this activity. moreover, additives in our Óptima range of fuels both petrol and diesel bring considerable savings in consumption and clean out the engine, hence likewise using emissions.

9.1

8.6

8.3

8.4

8.0

8.1

8.2

7.95

7.7

7.0

gAS & POWER

bUNkER

SERvICE STATIONS SPAIN

LUbRICANTS

LPg & RNg

REFININg mARITImE TERmINALS

AvIATION

CEPSA CHEmICALS SALES

ASPHALTS

SERvICE STATIONS PORTUgAL

CUSTOmER SATISFACTION (2016-2017 PERIOD)

2017 ANNUAL AND CORPORATE RESPONSIbILITy REPORT