by BRSK-Nafta held a ‘Customer Communication Day’: more than 50 department heads left their offices to become operators and cashiers at gas stations. Together with line staff, top managers refuel cars, wash windows, consult supermarket visitors, and work behind coffee machines, cash registers, and in the kitchen.
The ‘Customer Communication Day’ has been held for 10 years. Its goal is direct communication with customers and the transformation of services and goods according to their wishes and needs. Moreover, the action helps unite the BRSK team, where every employee and work area is important. ‘We communicate with customers, find out their wishes. What needs to be implemented, what they would like to see in our supermarkets. Thanks to this, we receive very valuable feedback for us. That is why we say we are different. We listen to customers and hear everyone,’ says Alexander Melnychuk, Director of the Strategic Marketing Department of BRSK.
Operational Director of BRSK Vasyl Bikus added that compliance with the best world practices and direct communication with customers stimulate the growth of the company, help make strategic decisions: ‘This project allows us to immerse ourselves in the epicenter of the daily work atmosphere, understand and feel our customers.’
For example, in response to customers’ requests, BRSK launched a new format for Ukraine of supermarkets with gas stations — ‘Good market’. These are 13 market complexes in a ‘3 in 1’ format, which count more than 5 thousand product names. Prices and assortment are like at a neighborhood store: dairy products, meat, vegetables, fruits, household chemicals, pet goods, etc. ‘BRSK employees at all levels focus on work efficiency and excellent knowledge of products — both fuel and goods offered here. Quality and timeliness are key components of the network’s reputation. To make the customer’s time as productive as possible, we combined a supermarket, café, and gas station in one location,’ says Vasyl Bikus.
BRSK-Nafta has been operating in Ukraine since 1992 and has 210 gas stations across the country. More than 200,000 motorists use the network’s services daily. In June 2021, the Consumer Union of Ukraine, with the involvement of international companies, researched the network’s fuel. Samples of diesel fuel and gasoline ‘A-95’ were taken by SGS, a world leader in inspection services. According to the conclusion of the laboratory ‘Inspection Ukraine’ — the Ukrainian division of Bureau Veritas, a member of the International Federation of Inspection Agencies (IFIA) — the fuel of BRSK meets all international quality standards.
