Sinopec adheres to the management principle of "meeting customer demands and creating value for customers" and consistently improves the service system, innovates in the service model, raises the service standard and creates higher value for the customers.

Multi-Functional Non-Fuel Businesses that Enable Customers to Enjoy Convenient and Premium Services in Our Stations

In order to provide broader and more caring services, Sinopec has taken the advantage of its extensive retail network and is building a comprehensive, one-stop and multi-functional service platform that combines fueling, shopping, dining and car services, and turning the traditional petroleum stations into comprehensive service stations. By the end of 2011, Sinopec has 19,000 Easy Joy convenient stores, 3000 more than that in 2010.

The Value-Added Services of the Fuel Cards and Self-Service Stations Are Enriching Customers' Shopping Experience

Sinopec has issued more than 60 million fuel cards by far and over 30% of the fueling consumption is paid with the fuel cards.We continuously optimized services based on over 30,000 service stations and widely distributed chemicals storage sites in China.

In order to meet the customers' diversified demands, Sinopec has opened the self-service stations timely to create a fresh customer experience. At the end of 2011, there were altogether 1,227 selfservice.

Listen to Customers and Increase Customer Satisfaction

Sinopec adheres to the principle of "customer comes first" and keeps improving the service capability, customer satisfaction and loyalty. From the routine customer visit, providing technology services, opening telephone and internet information platforms to developing strategic cooperation, maintaining the profit margin of the downstream industry and conducting customer satisfaction survey, Sinopec is always making sure that the customers buy and use with confidence and assurance.

A survey carried out by an independent third-party organization shows that the overall customer satisfaction score of Sinopec's chemicals sales in 2011 is 92.5, 2.8 points higher than 2010 and 6.9 points higher than industry benchmark. The customer loyalty rate is 98.7%, 0.3 percentage points higher than 2010 and 8 percentage points higher than industry benchmark.

Chemicals Sales: Promoting High-Quality, Easy and Value-Added Procurement

In order to satisfy the customers, Sinopec proactively promotes high-quality, easy and value-added procurement.

High-quality procurement is to control the four key elements in procurement and sales: supplier access, resources procurement, logistics and transportation, delivery and measurement. It is also being market-oriented and partnering with manufacturing companies to produce high-end, differentiated and special products customized to clients' needs.

Easy Shopping is to make shopping more convenient by enhancing the construction of the information system platform and sales network. Nowadays our 5,400 customers can easily send proposals, place orders and check accounts through the CRM system with a simple click. Filing a complaint, consulting and providing feedback can be done via a phone call. Moreover,customers can pay bank's acceptance bill and check the status of the order by going on-line. The 26 sales outlets all over the country make the procurement process very easy and provide before-sales, while-sales and after-sales services within the shortest distance, which gives customers the greatest convenience.

Value-added procurement is to proactively develop new products for customers based on their demands. It means more visits to customers, technology service, complaint handling, product delivery and continuously reducing customer procurement cost; making great efforts to ensure the supply to customers through the use of inventory when there is a shortage of resources; adjusting the price sensibly to keep reasonable margin when the market is slowing down; delivering technology services to customers when they are experiencing difficulties using our products.

Natural Gas, Proving the "Essence Gas" to Customers

In natural gas sales, pipeline operation and engineering construction, Sinopec reinforces the service and "essence" mindset, promotes the sophisticated management, makes great effort to build the Sinopec natural gas brand to make every cubic meter of natural gas the "essence gas" and provide high quality, rightly measured and priced clean energy for the public and our clients.