Our 'Customer Relationship Policy' integrates the commitments that allow us to offer a differentiated value proposition and optimal service and attention processes. These commitments guide actions and improvement plans, focusing on:
- Enhancing the customer experience: through a sustainable and environmentally friendly value proposition, with a unique experience and high standards of quality, excellence, and safety.
- Caring for the customer relationship: managing our relationship with clients in an ethical and responsible manner, listening to their needs, and adapting our commercial activities to the socio-cultural environment of each country where we are present.
Regarding the management of complaints and claims, our Customer Service follows our 'Specific Procedure for Customer Care and Experience,' addressing all their demands, identifying their needs, and recording them in our management systems for monitoring response times and resolution. Our clients can submit their complaints through any enabled channel (emails, website, social media, integrity channel, chat, or phone).
- Embracing digitization: investing in new digital and sustainable mobility solutions to promote energy transition, reduce the carbon footprint, and encourage circular economy among our clients, involving them and seeking their loyalty. In line with this, our loyalty program Cepsa Gow allows customers to accumulate a balance for physical purchases at our service stations and online with a wide range of collaborating companies. Furthermore, we focus on digitization through web services for order management and tracking, digital receipts at all service stations in Spain, and the Cepsa Gow and Starressa apps.