Six years ago, a doctor's advice led 64-year-old Mr Arunmugam to an unexpected health solution. Urged to stay active and happy after a medical check-up, he found the perfect opportunity on his way home: a job as a petrol attendant at Esso's Woodlands station.
In his role, Mr Arunmugam enjoys greeting patrons and chatting with them, even on busy days. “I want to make it a little better for my customers who may be rushing to work and can be feeling very ‘serious’ in the mornings,” he says.
Mr Arunmugam is also proud to be part of a company with the same dedication to customers’ happiness. Esso recently won the top spot in the Transportation and Travel - Petrol Stations category as part of the Singapore’s Best Customer Service 2024/2025 list, surveyed by Statista and The Straits Times. Esso also came in second for the Personal Services, Home Care and Maintenance — Car Washes category.
Fostering a culture that keeps customers coming back
The company’s double wins are the result of great teamwork, says Ms Thia Ling Ling, head of Singapore fuels sales and marketing, ExxonMobil Asia Pacific Pte. Ltd.
“It is our honour to receive this award and it encourages our team to continue the good work in providing dependable, high quality services and product offerings,” she adds.
Ms Tan Wei Ling, head of retail sales and marketing at ExxonMobil Asia Pacific Pte. Ltd., concurs, saying: “I am very proud of the hard work of the entire team — from the service staff, to the teams working behind the scenes. They have come together to make the customer experience seamless and enjoyable.”
Ms Tan shares that Esso attracts a diverse range of customers, including loyal regulars who have relied on the brand for many years.
“Many tell us they keep returning because of the people, the cashiers who share all the good deals, and the friendly uncles and aunties who work at the pump stations,” adds Ms Thia.
An Esso customer says: “They (the Esso station staff) say hi to you and most importantly greet you. It’s very important because it makes your day brighter.”
To enhance the customer experience, Ms Thia says staff are trained regularly with customers’ interests in mind. “These training sessions are critical in building trust and two-way communication, so we have an all-rounded understanding of our customers’ evolving needs,” she explains.
Employees attend regular courses in customer service and workplace safety to stay relevant and maintain a safe work environment for all.
Addressing the evolving needs of today’s customers
To help customers lower their emissions, Esso was also the first petrol station to offer Renewable Diesel R20 as part of our fuel offering, says Ms Tan. “Made with a minimum of 20 per cent renewable content, it is an engine-ready fuel with an estimated 15.4 per cent1 lower lifecycle greenhouse gas emissions compared to conventional diesel,” she adds.
The R20 is available at the Esso stations at Bedok South, Jurong East, Woodlands Avenue 1 and Lower Pierce.
Additionally, the new Esso Synergy Supreme+TM fuel reduces friction, protects against wear and has three active detergents that clean the engine, for better fuel economy and performance2, adds Ms Tan.
Esso’s wide range of digital, product and service offerings are also constantly evaluated and enhanced to be aligned with customers’ evolving lifestyle needs.
Thanks to tie-ups with companies such as DBS, OCBC, Citi, Trust and KrisFlyer, Esso customers enjoy a range of rewards. For instance, customers can get greater value when they pump at Esso using their DBS Esso Card.
Ms Tan says: “These partnerships allow us to provide even more synergistic value to our customers to support their fuelling journey with a greater peace of mind and convenience.”
By using their Esso Smiles loyalty card through the Esso App, customers can also earn points during every petrol purchase and convert these into rewards such as fuel discounts and free car washes.
The partnership between Esso and FairPrice supermarkets since 2003, allows customers to meet their shopping and refuelling needs in one convenient visit, at any time of the day.
This alliance started with six stores and has now been expanded to 59 stores island wide.
These Esso stations also carry ready-to-eat food options, groceries, the FairPrice's Own Brand Products as well as a selection of health and wellness products by Unity, FairPrice’s pharmacy arm.
“The main goal of this alliance is to leverage the strengths of both parties to provide our customers with trusted and convenient services,” says Mr Jason Yeo, head of strategy, retail business and acting general manager (Cheers).
Over the years, Esso has also introduced freshly baked pastries, courier services, and most recently Maki San sushi rolls, notes Ms Tan.
Esso stations also play a key role in FairPrice Group's annual Share-A-Textbook drive. They offer convenience to drivers who can swing by to drop off their used textbooks and assessment books for a good cause.
On how Esso ensures a consistent customer experience across its 59 stations in Singapore, Ms Tan says it is made possible with a dedicated team that works synergistically. “This requires a lot of hard work, discipline and collaboration across the entire team and the diverse roles, but we see it as an opportunity to redefine what it means to deliver high quality customer service.”
And it’s not just the Esso customers who are happy to visit an Esso station for their refueling and shopping needs. Mr Arunmugam looks forward to work every morning. “At my age, all I want is to be happy doing a job that I love. My customers tell us we are very lucky to be working here too as we always look so happy.”
For more information, visit ESSO.
Footnotes
1The estimated reduction in life cycle greenhouse gas emissions, also referred to as Carbon Intensity (CI), is based on a comparison of Esso Renewable Diesel R20 to conventional diesel using the United States GREET 2023 model estimates to compare the life cycle emissions of each fuel. Actual results may vary.
2 Based on comparison to Synergy Regular in port fuel injected engines. Actual benefits are based on continuous use and may vary depending on vehicle type, driving style, and fuel previously used.
