With a strong commitment to a customer-centric approach, Sinopec has built its own product and service brand system and vigorously promoted innovations in technology, product offerings, management, and business models, striving to comprehensively improve product quality and service standards to meet customer needs and expectations, working together with customers to create a better future.

Sinopec participated in the 2023 China Brand Expo.

Easy Joy services

As Sinopec's non-oil business brand, Easy Joy aims to position itself as a "better life service provider", offering consumers high-quality products and attentive services. The brand has expanded its business to include automotive services, catering, and advertising, establishing over 9,500 auto service outlets at gas stations, more than 1,600 catering stores, and 160,000 outdoor advertising billboards. By developing omnichannel consumption scenarios such as "Easy Joy Self-Pickup", "Easy Joy to Car", and "Easy Joy to Home", the brand continues to lead the retail industry.

Product quality

Sinopec adheres to a "quality first" policy for its oil sales to ensure high standards, sufficient supply, and customer satisfaction. To mitigate quality risks during oil procurement, the Company has implemented an internal control indicator system for monitoring purchased oil. Additionally, a supplier management system has been established to strengthen risk management throughout the supply chain. The Company has also developed and maintained a robust quality inspection process, where sales are halted immediately if any oil product fails internal sampling tests, ensuring that no substandard products reach the market.

Furthermore, the Company has implemented a standardized process quality control system covering the entire finished oil circulation process, ensuring comprehensive management of warehousing, storage, transportation, and sales. The Company has also advanced its quality information system and developed an intelligent quality control model, while incorporating the concept of "extending full life cycle management of oil products and services into customers' tanks" to establish a nationwide customer service center, which reinforces a strong quality-first culture.

Furthermore, Sinopec has strengthened its full-process quality management practices in chemical product sales, embedding the principles of "quality first" and "quality is the lifeblood of the enterprise" into its corporate culture, while fostering a sense of integrity, service, and responsibility among employees. The Company has also coordinated and integrated the quality management systems of regional enterprises, moving away from the previous "one enterprise, one work style" and "fragmented and isolated" practices, and explicitly defining responsibilities and authorities for quality management at every level and position. Committed to legal and honest operations, the Company has consistently attached great importance to market feedback and ensured customer complaints are addressed promptly and effectively.

Customer service

Sinopec continuously strives to optimize its customer service quality throughout the pre-sales, sales, and after-sales stages, ensuring smooth and efficient communication. The Company has established a multi-tiered customer service network, centered around its centralized service center and 95388 hotline, and complemented by intelligent chatbots, 95388 SMS, email, WeChat accounts, the Petrochemical e-Trade platform, and the EPEC platform. This multi-channel support system allows Sinopec to promptly respond to and resolve customer issues throughout their purchasing experience. Through the "Easy Joy" app, we offer convenient services including one-click refueling/gas filling, online top-up, self-pickup appointments for fuel, "Easy Joy to Car", "Easy Joy to Home" and online invoicing.

In 2023, the Company launched a new generation of its gas card system nationwide, achieving innovative improvements in ten areas including data integration, service efficiency, and flexible marketing. The "Easy Joy" app now provides a range of online services, allowing customers to access all business functions with a single card. Additionally, seven smart refueling robots were deployed at seven gas stations across six provinces and cities, providing customers with a smarter and more convenient service experience.