Why we’re learning to love dis-satisfaction

23/08/2013 - Industry insights

Why we’re learning to love dis-satisfaction

As a company run by Kiwis for Kiwis, late last year we embarked on a research programme to try and understand any customer dis-satisfaction with Z and the wider NZ fuel industry.

Customers’ expectations and levels of satisfaction constantly change, so we want to keep checking in to see how we are doing. This means the research, undertaken by independent research company Nielsen, has become a regular part of what we do – telling us if new things we have put in place are working, and where there is more to do.

Some of you may already have been given the opportunity to provide feedback, and if you haven’t you will be soon!

From the feedback given in the first survey, three key areas we decided to focus on were the customer experience with truck stops, bulk deliveries and Z Card.

• You may have noticed a new electronic point of sale system in use at truck stops, as well as better management of stockouts.

• For bulk deliveries we are getting more precise around understanding your delivery windows, and now provide a delivery ETA to within a three hour slot.

• And for Z Card, we are working on how to create a service experience which makes your transactions with us that much simpler. So far this has delivered better communication around site closures and Z Card online, and we have removed the time-consuming manual authorisation process.

We have seen a great result so far, but we know there is no room for complacency. We will continue to work to improve any areas brought to our attention by the research.

If you have any feedback, please don’t hesitate to contact us on


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