xtra power fleet card market survey
TRANSCRIPT
1 | P a g e
“XTRA POWER FLEET CARD MARKET SURVEY
IN BHOPAL, INDORE,”
By
VINDYANCHAL KUMAR
( R170210052)
COLLEGE OF MANAGEMENT AND ECONOMIC STUDIES
SUBMITTED
IN PARTIAL FULFILLMENT OF THE REQUIREMENT
OF THE DEGREE OF
BACHELOR OF BUSINESS ADMINISTRATION (OIL & GAS)
MANAGEMENT
TO
UNIVERSITY OF PETROLEUM AND ENERGY STUDIES
DEHRADUN
25 JUNE TO 4 AUG 2012
ACKNOWLEDGEMENT
Completing a task is never a solo effort. It is often the result of invaluable contributions
by a number of individuals in a direct or indirect manner, which helps in the shaping
and achievement of success.
Firstly, I would like to express my sincere gratitude to Mr. Amiy Ket Singh, Chief
Divisional Retail Sales Manager, and Bhopal DO for granting me the opportunity to
undertake an internship at the Indian Oil Corporation Ltd. (MARKETING DIVISION,
BHOPAL).
I am extremely grateful to my project guides, Mr. Rajendra Arse, Manager (Fleet
Marketing), Mr. Mukesh Choudhary, DY Manager(Fleet Marketing), Mr.
Santosh Kumar, Senior Manager(Retail Sales) MPSO , Mr. K.J Fate, Officer
(Fleet Marketing) , Indore Divisional Office for their encouragement and patience
throughout the duration of this project. Without their vision, guidance and support this
report would not have materialized.
I would also like to deeply thank the various people at Indian Oil who, during the
period of my internship, provided me with useful and helpful assistance. Without their
care and consideration this report would not have been completed.
I am thankful to the Internship Coordinators at University of Petroleum And Energy
Studies Mr. Anubhav Sharma for their invaluable support and guidance during the
internship period.
Last but not the least; I would like to thank my parents for their inestimable love,
support and encouragement which gave me the confidence and determination to carry
out this project.
VINDYANCHAL KUMAR
B.B.A (OIL AND GAS MARKETING) 2010-13
UNIVERSITY OF PETROLEUM AND ENERGY STUDIES. (U.K)
ENROLLMENT NO.R170210052
Table of contents
S.No TITLE PAGE NO
1 Abstract
2 Chapter – 1 Introduction
3 1.1 Company Profile
4 Chapter - 2 Introduction about report
5 Chapter-3 Objective and limitation
6 3.1 Objective
7 3.2 Limitation
8 Chapter -4 Research Methodology
9 Chapter –5 Comparison
10 5.1 Field work
11 5.2 Office work
12 Chapter -6 Analysis, Interpretation, finding
13 Chapter -7 Conclusion and recommendation
14 Chapter -8 Bibliography
15 Appendix
16 1-Letter of recommendation by Fleet office Of Indore
17 2 -Questionnaire for transporters
18 3 –Questionnaires for Retail outlets
19 4- Transporters detail of Bhopal and Indore
20 5- Petrol pump Detail
21 6 –Negative customer report
22 7 -Negative Retail outlet report
23 8-Fleet card detail
ABSTRACT
Project Title: XTRA POWER FLEET CARD SURVEY
This report is an outcome of the exercise I conducted during my internship which was
of five weeks at "INDIAN OIL CORPORATION”, which is a petroleum company.
In the present world where there is intense competition, it becomes very necessary to
retain loyal transporters and petrol pump owner’s. The commercial benefits of loyal
transporters and petrol pump owner’s are well known by the brand managers. The cost
of acquiring a new customer is always more than retaining an old customer.
Loyal transporters and petrol pump owner’s are also important because they provide the
consistency of volume critical for stocking and managing just in time inventory to
maintain the consistency of customer demand during crisis which is required to run any
retail business.
In this project, we have been assigned IOC retail outlets and transporters, which are
participating in the Xtra POWER Loyalty program.
Our task is to promote and sell the Xtra POWER FLEET Loyalty card to the
Transporter and drivers, small owner at the same time obtain the transporter, Ro’s
owner opinions and suggestions about the loyalty program.
Tapping local alliances is another aspect of this project
Chapter: 1
Introduction
Indian Oil Corporation limited
1. INTRODUCTION
INDIAN OIL: INDIA’S DOWNSTREAM MAJOR
1.1 Company Profile
The formation of Indian oil was a major step towards economic freedom of the country. Its
growth and successes are synonymous with the growth and development of the petroleum
industry in independent India.
Indian Oil Corporation limited is an idea born out of industrial policy resolution 1956 and
since then it emerged as a largest leading corporation in the country.
The Indian oil corporation limited came into existence in 1964 with the merger of two
public sectors companies-Indian oil company limited and Indian oil refineries limited. The
Indian oil refineries limited was set up in the year 1958 for the refining and manufacturing
of petroleum products. While Indian oil company was set up for the task of marketing and
distribution.
From the humble beginning in the year 1956 to reach today’s magnitude was possible due to
the vision of eminent personalities like SRI K.D.MALVIYA, Dr. TRIGUNE SEN and SRI
C.R.DASGUPTA etc. and hard work of thousands of dedicated people over the last four
decades.
The major activities undertaken by IOC are in the area of refining and distribution of
petroleum and petroleum products. It has the largest distribution covering entire country.
Indian oil marketing network is supported by167 bulk storage terminals and depots, 98
aviation fuel stations and 88 LPG as bottling plants, Indian Oil services every nook and
corner of the country. Indane is present in almost 2764 markets through a network of 5095
distributors. About 7,593 bulk consumer pumps are also in operation for the convenience of
large consumers, ensuring products and inventory at their doorstep.
Indian Oil has a sprawling world-class R&D Centre that is perhaps Asia's finest. It conducts
pioneering work in lubricants formulation, refinery processes, pipeline transportation and
alternative fuels, and is also the nodal agency of the Indian hydrocarbon sector for ushering
in Hydrogen fuel economy in the country. The Centre holds 215 active patents, including
109 international patents
1.2 Indian Oil celebrating 50 Golden years in the Service of the Nation
India’s flagship national oil company and downstream petroleum major, Indian Oil
Corporation Ltd. (Indian Oil) celebrated its Golden Jubilee during 30th June - 1st September
2009
1.3 Products of Indian oil
LIST OF PETROLEUM PRODUCTS
Brand Product
Servo
Undisputed market leader with range of 5oo lubricants. Servo
Xpress one shop store for providing maintains sevices and act as a
care centre’s for the vehicles
INDIANE LPG
40 Millions customers,48% market share.ots a cleaner fuel for the
commercial purpose
INDIANOIL
AVIATION SERVICES
65% market share ,more than 101 AFS linking from leh to
Andaman n Nicobar island,
serving defense as well as 1500 flights refueling per day
AUTO GAS
High octane fuel. Obtained by fractional distillation of crude oil n
it emits 10% less co2
XTRAPREMIUM
PETROL
Branded fuel with high octane no n with friction buster to prevent
customer chamber deposits
High mileage ,better pick up, faster acceleration ,
low emission product
XTRAMILE SUPER
DIESEL
Multifunctional fuel additives that add advantage in terms of
mileage and lower maintenance cost.
SUPERIOR KEROSENE
OIL
Domestic fuel for lightning/burning purpose
1.4 VISION, MISSION AND VALUES
Vision
A major diversified, trans-national, integrated energy company, with national leadership and
a strong environment conscience, playing a national role in oil security & public distribution
Mission
To achieve international standards of excellence in all aspects of energy and diversified
business with focus on customer delight through value of products and services, and cost
reduction.
1. To maximize creation of wealth, value and satisfaction for the stakeholders.
2. To attain leadership in developing, adopting and assimilating state-of-the-art
technology for competitive advantage.
3. To provide technology and services through sustained Research and Development.
4. To foster a culture of participation and innovation for employee growth and
contribution.
5. To cultivate high standards of business ethics and Total Quality Management for a
strong corporate identity and brand equity.
6. To help enrich the quality of life of the community and preserve ecological balance
and heritage through a strong environment conscience.
Values
Care stands for: -
Empathy
Understanding
Co-operation
Empowerment
Innovation stands for: -
Creativity
Ability to learn/absorb
Flexibility
Change
Passion stands for:
Commitment
Dedication
Pride
Inspiration
Ownership
Zeal & Zest
Trust stands for: -
Delivered Promises
Reliability
Integrity
Truthfulness
Transparency
1.5 IOCL Brand
1.6 Oil Industry company ranking in India
At present, there are four PSUs namely, IOC, HPC, BPC and IBP (subsidiary of IOC) marketing oil
products in the country. In addition, certain private players like Reliance, Essar.
IOCL Group 46.2
BPCL 18.6
HPCL 16.5
Other PSUs 2.2
Private 16.5
Total PSUs 83.5
Total 100
CHAPTER 2 INTRODUCTION ABOUT REPORT
2.1 Loyalty Programs- An Introduction
Loyalty programs are structured marketing efforts that reward, and therefore encourage, loyal
buying behavior. Earning customer loyalty goes beyond gaining customer satisfaction. Loyal
Customers evangelize the brand by sharing their satisfactory experience with their friends and
colleagues. Loyal customers are also important because they provide the consistency of
volume critical for stocking and managing just in time inventory to maintain the consistency
of customer demand during crisis which is required to run any retail business.
Loyalty cards are the most common form of loyalty programs found throughout the world
today. Some of the first loyalty programs were instituted by airlines in the 1970s in the form
of frequent flyer miles. In these loyalty programs, one accrues points by flying on the airline
and then 'cashes in' the points in exchange for tickets, upgrades, or even third-party benefits.
.
Ultimately, the success of loyalty programs depends on how well the business uses the data it
gathers to further refine its policies and loyalty programs. Many businesses find little profit in
the use of loyalty programs, while others, such as eBay, attribute much of their financial
success to a well-executed use of such programs.
Loyalty Programs in different oil company
Right now many such loyalty programs are being run by the petro-retailers like Smart Fleet
(BPCL), Xtra Power (IOCL), Drive track (HPCL), and Petro card (BPCL). However, these
programs are mainly focused at the bulk consumers and the small consumers are left
unnoticed more or less. But in future, there won‘t be such differentiation and loyalty
programs will be there for every segment of consumers.
Smart Fleet (BPCL) Petro card (BPCL)
Xtra reward (IOCL) Drive track
(HPCL)
Xtra power(IOCL)
2.2 LOYALTY PROGRAM AT INDIAN OIL
Indian Oil‘s loyalty programs are designed exclusively to benefit customers who have been
patronizing the brand for over four decades.
XTRAREWARDS Loyalty Program: Indian Oil XTRAREWARDS is India's first on-line
rewards program that seeks to inculcate the habit of redeeming points. The loyalty program
rewards customers paying by cash, credit and debit cards.
Each transaction is confirmed on-line through a charge slip and customers can earn points on
fuel/lube purchases at participating Indian Oil Retail Outlets. Additional points can also be
earned outside the Indian Oil network, covering prominent FMCG, Food, Automobile,
Travel, Entertainment, Apparel and Hospitality sectors.
XTRAREWARDS is currently active in Mumbai, Ahmadabad, Bangalore, Mysore,
Coimbatore and Chennai. It will be shortly available in other markets like Delhi. Apart from
redeeming the accumulated points instantly on fuel / SERVO Lubes at participating Retail
Outlets, the card holder can also redeem the points to get some exciting gift items from a
catalogue.
The redemption on gifts can be registered either from the participating Retail Outlets or from
the comfortable confines of one's home through the 24x7 IVRS Help Line (022-2880 9030).
2.3 XTRAPOWER Fleet Card program
The XTRAPOWER Fleet Card program is a complete smart card-based fleet management
solution for fleet operators and Corporate for cashless purchase of fuel & lubes from
designated retail outlets of Indian Oil through flexible pre-paid and credit facilities.
The fleet card program also offers an exciting rewards program and unique benefits like
personal accident insurance cover and vehicle tracking facilities. In just under two years of its
launch, Indian Oil‘s XTRAPOWER Fleet Card has emerged as the largest fleet card in the
country with the widest retail outlet coverage.
Any business entity owning or operating a vehicle fleet can become a member of the
XTRAPOWER fleet card program at a nominal charge. Each fleet owner is issued a Fleet
Control Card and vehicle-specific Fleet Cards for every vehicle enrolled under the program.
For enhanced security, the fleet card transactions are authorized through unique Personal
Identification Number (PIN). Moreover, the card can help track each vehicle's movement
across remote corners of the country leading to an improvement in vehicle utilization and
route compliance. XTRAPOWER is also backed by Indian Oil‘s vast infrastructure network
and web-based support services.
XTRAPOWER is one-of-a-kind fleet card program of Indian Oil, which gives you XTRA
convenience, XTRA security and XTRA opportunity to earn Truckload of rewards. It is a
tailor-made program for Fleet Owners, Operators & Corporate as well. Xtra Power Fleet Card
program is a step of IOC towards building loyalty among the existing customers. Loyalty
program works only when the customer is emotionally attached to the brand.
Positioning of the loyalty program is very critical so that these benefits do not appear to be a
just discount under the garb of loyalty this greatly affects the customer retailer relationship
and greatly reducing the program to a pure commercial transaction where the customer
constantly looks for deals.
We need to enroll the right customers. We can recognize the highest value Customers to
recognize and reward their value to our organization, we can Cultivate high potential
customers who currently split their purchases between us and our competitors or reach out to
those most at risk of churning. Knowing which customer groups are most important to us
allows crafting recognition and rewarding strategy that piques their interest.
2.4 BENEFITS
Better credit proposition.
Higher value of reward points.
Attractive rewards program.
Personal accident insurance and medi-claim cover for the card member, drivers, co-
drivers & helpers.
Lost card liability cover.
Online PIN unblocking.
Flexible cash loading options - Manual Reload & CCMS Reload (Remote loading of
cards by depositing lump sum cash at one place) or CCMS reload thru' cheque
payment at select HDFC branch.
Card-insert based vehicle-tracking facility thru' website (Offline tracking free, Online
tracking at a nominal charge of Rs.2/-).The online tracking details are immediately
made available to the card members on XTRAPOWER website.
Special discounts from our alliance partners (currently available on JK Tyres only)
Round the clock Customer Helpline Number 1800 425 55 99 (Toll Free) or STD no.
044-6551498.
2.5 XTRA Features:
INSURANCE SCHEME - XTRAPOWER FLEET CARD PROGRAM
1) Insurance features of XTRAPOWER FLEET CARD include following : (Sum insured for
Fleet Owner, Driver, Co-Driver and Helper-cum-cleaner)
Personal Accident Insurance Death (100% sum insured for all - (a) Owner : Rs.1,00,000/-
per card, max upto Rs.20,00,000/-, (b) Driver : 50,000/-, (c) Co-Driver : 25,000/-, (d)
Helper-cum-cleaner : Rs.25,000/-)
a) Total Permanent Disability(TPD) (100% sum insured) (TPD is defined as per IRDA
guideline) - (a) Owner : Rs.1,00,000/- per card, max upto Rs.20,00,000/-, (b) Driver :
50,000/-, (c) Co-Driver : 25,000/-, (d) Helper-cum-cleaner : Rs.25,000/-)
b) Partial Permanent Disability(PPD) (PPD is defined as per IRDA guideline) - (a) Owner
: Sum insured multiplied by the percentage of PPD as certified by the Doctor (e.g.
Rs.1,00,000/- per card upto max 20 cards (e.g.Rs.20,00,000/-) x % of PPD), (b) Driver :
Sum insured multiplied by the percentage of PPD as certified by the Doctor (e.g.
Rs.50,000/- x % of PPD), (c) Co-Driver : Sum insured multiplied by the percentage of
PPD as certified by the Doctor (e.g. Rs.25,000/- x % of PPD), (d) Helper-cum-cleaner :
Sum insured multiplied by the percentage of PPD as certified by the Doctor (e.g.
Rs.25,000/- x % of PPD).
2) Lost Card Liability Insurance (Maximum upto Rs.16,000/- per card subjected to misuse of
the card within 24 hours from lodging the loss complain with XTRAPOWER 24 HOUR
CUSTOMER HELPLINE)
3) Medical Insurance* (Rs.10, 000/- per card) : (a) Owner : Rs.2500/- per card subjected to
maximum of Rs.50,000/-, (b) Driver : Rs.2500/-, (c) Co-Driver : Rs.2500/- and (d) Helper-
cum-cleaner : Rs.2500/-. *(Minimum claim under medical insurance MUST be over
Rs.500/-)
CLAIM ENTITLEMENT
Only ACTIVE CARDS as on date of accident would be entitled for availing insurance
benefits. Cards with sales transaction of Rs.10000/-in last 365 days would be treated as Active
Card. Prevailing IRDA guidelines would be applicable for all insurance claims.
Insurance claims under XTRAPOWER FLEET CARD PROGRAM are admissible for
vehicular road accident only. While claims are admissible for Driver, Co-driver and Helper-
cum-cleaner towards card enrolled against respective vehicle involved in the accident, the
same for Owner would be admissible for other accidents as well.
Claimant must send the claim to M/s. Oriental Insurance for claim settlement.
Above Insurance benefits are offered to the members of XTRAPOWER FLEET CARD
PROGRAM at FREE of cost.
CHAPTER-3
OBJECTIVES
&
LIMITATIONS
3.1
Primary Objective of this report is:
1. To sell and promote Xtrapower fleet card in Bhopal, Indore, Gwalior and
nearby regions.
2. To Attract transporter for purchase of Xtrapower fleet card.
3. To educate transporter and petrol pump owner about Xtrapower fleet card
4. To study the loyalty between the transporter and the company.
5. To study the benefits provided by IOCL to the transporter.
6. To obtain customer opinions and suggestions at IOC retail outlets and give
recommendations to implement XTRA POWER loyalty program.
Secondary objectives:
This internship training helped me to gain professional experience in the field
so that I would be able to understand better what was taught in various courses
related to the marketing of oil and gas and marketing research and will Sharpe
my intelligence and managerial skills.
To learn skills such as : Data collection and analysis, map work, observational
and investigational skills.
·.
OBJECTIVES OF MY INTERNSHIP
3.2
The study was restricted due to the following points.
1. Denial to disclosure of exact data by the concerned authorities.
2. Less number of outlet with such facility
3. Most of the transporters are not aware regarding the Xtra power scheme
4. Most of the Transporters are not so educated
5. Time period was very short to cover such a large area.
6. Prefers to give cash instead of transaction through card.
LIMITATION
S
CHAPTER 4
RESEARCH METHODOLOGY
RESAERCH METHODOLOGY
RESEARCH DESIGN- Descriptive Research
a) Survey method: a structured questionnaire was given to respondents to
extract specific information.
b) Observation method: no. of transporters, petrol pump, and logistic company
were observed to full proof the data and to extract the required information.
DATA COLLECTION METHOD:
The study proposes to collect data from the primary as well as secondary.
Primary data:
Data collection tools like questionnaire ,excel format(provided by company) have
been used and also personnel interview with the logistic company owner ,small
and large transporters, petrol pump authorities were conducted to get detailed
information.
Secondary data:
Company‘s annual reports
Company‘s journal and magazines
Company‘s website
Company‘s leaflets
Company‘s pamphlets
Products and sales report
SAMPLING:
The logistic company, transporters and petrol pump are selected for surveys were
sampled on the basis of a probability sampling procedure. The correspondents for the
survey were selected on the basis of cluster sampling.
SAMPLE AREA: Transporters and petrol pump of following area.
In Bhopal In Indore
M.P nagar Transport nagar
Mandedeep Dewas Naka
Itwara Loha mandi
Sabji mandi Vijay nagar
Ashoka garden
Ayodhya nager
11 mile
Habibganj Road
Dhara
Ashoka garden
SAMPLE SIZE – 200+Transporters and 20 Retail outlet’s
No. of Xtrapower fleet card sold: 100
Fieldwork –The field work associated with personal interview has been performed
accordingly. For the experience survey, the transporters and petrol pumps were
visited personally and the interviews were taken.
Analysis and Interpretation– The analysis of the data collected has been
performed appropriately and inferences have been drawn. The data collected has
been presented in forms of graphs and thus the trend arising there from has been
analyzed.
CHAPTER 5
5.1 COMPARISON BETWEEN LOYALTY CARD BENEFITS
WITH MNC
To complete this comparison I have visited the retail outlet of BPCL and HP and talk
with their customers as all benefits are not disclose in company‘s official website.
This information is required to get a competitive edge over competitors.
NAME OF THE COMPANIES
BENIFITES
IOCL
BPCL
HPCL
Cash Loading
MANUAL AND BY CENTAL CASH MANAGEMENT(FREE)
MANUAL AND BY CENTAL CASH MANAGEMENT(FREE)
MANUAL AND BY CENTAL CASH
MANAGEMENT(FREE)
Online Pin
Unlocking
YES (FREE OF
COST)
YES (FREE OF
COST)
YES (FREE OF
COST)
Instant Fuel
Redemption
YES
YES
YES
Insurance For
Owner
Rs.1,00,000/- per
card, max up to
Rs.20,00,000/-
NO ANY
INSURANCE FOR
OWNER
NO ANY
INSURANCE
FOR OWNER
Insurance For
Driver And
Cleaner
Driver : 50,000/- Co-
Driver : 25,000/-
,Helper-cum-cleaner :
Rs.25,000/-
NO ANY
INSURANCE
BENEFITS
Free accidental
death Insurance
cover of Rs. 1
Lakh for drivers
and 1 Lakh for
cleaners
Medical Insurance
(Rs.10, 000/- per
card): Owner:
Rs.2500/- per card
subjected to
maximum of Rs.50,
000/-, Driver:
NO ANY
MEDICAL
INSURANCE
NO ANY
MEDICAL
INSURANCE
Rs.2500/-, Co-Driver:
Rs.2500/- and
Helper-cum-cleaner:
Rs.2500/-.
*(Minimum claim
under medical
insurance MUST be
over Rs.500/-
Lost Card
Liability
A replacement card is
issue to the card
holder after due
verification the pre
paid amount balance
of the lost card is
transferred with a fee
of Rs 100 per card.
A replacement card
is issue to the card
holder after due
verification the pre
paid amount
balance of the lost
card is transferred
after verification
A replacement
card is issue to
the card holder
after due
verification the
pre paid amount
balance of the
lost card is
transferred after
verification
Vehicle Tracking
Card-insert based
offline tracking at no
extra cost. Card insert
based online tracking
at a nominal cost of
Rs.2/-
Card-insert based
offline tracking at
no extra cost. Card
insert based online
tracking at a
nominal cost.
Vehicle tracking
through SMS (fee
only for blue card
holder
Card-insert based
offline tracking
at no extra cost.
At any HP Fleet
card outlet, the
driver has to
place the card on
the reader and
enter his PIN
Number. This is
regardless of
whether or not
your Driver fuels
the vehicle at the
outlet. Card
insert based
online tracking at
a nominal cost.
Smart Card
Prepaid Credit
YES
YES
YES
Enorlment Fee
And Renwal Fee YES , RS 113 PRE
CARD
YES ,RS 250 PER
CARD
NA
Redemption
Option Through
Machine
YES
YES
YES
Tyre And Battery
Benefit On JK tyre per tyre
Rs 100 less and 5 %
off on Exide battery
NO SUCH
BENEFIT
NO SUCH
BENEFIT
SMS Benifit
NO SUCH BENIFIT
Free SMS alerts for
all balance check
and vehicle tracking
(fee only for blue
card holder).
Free SMS alerts
for all balance
check and
vehicle tracking.
From this comparison it is clear that benefits provided by iocl is better than its
competitor in spite of this to get more customer the company can consider for
benefits such as,
1. Free SMS alert as provided by BPCL for balance check and vehicle tracking
2. Multiple credit partner for customers
3. Fleet card for Cars
5.2 Fieldwork
I visited Bhopal and Indore and perform two works:
1. Sell and promotion of Xtrapower fleet card to the transporter of Bhopal and
Indore.
2. Sell and promotion of Xtrapower fleet card to Retail outlet of Bhopal and
Indore.
1. List of Some Customers/Transporters of Bhopal and Indore which I visited for
sell of Fleet card (Other Data in Appendix).
Name of Owner Contact Number Number of Truck Feedback
Yogesh Kumar 9410223684 8 Positive(like to
take card)
Irfan 8793467234 2 Positive(Happy
with service)
Sageeruddin 7869800913 2 Positive
Shashipal 7599452377 40 Negative(points
system is not
understood)
Rameshwar 9691981580 1 Positive
Kamal Singh 7417668285 15 Positive
Bhupendra 8103631772 3 Positive(quick
solution to
problem)
Aibran 9713423214 5 Positive(reliable
company)
Avtar Singh 8103631772 3 Positive
Ballister 8103631772 3 Positive
2 List RO‟s and there customer which I visited for Sell
and promotion of Xtrapower fleet card in Bhopal and
Indore and their Feedback.(Others are in Appendix)
M/S Satya Vijay
Company Name Owner Name Contact Number Fleet Card
Katyar Travels
Sukhramane
9827095927
No
Om Sai Shyam
Ram Gopal
9993154406
No
Guddu Travels
Juver
9993416716
No
Navdurg
Khushilal
9755874728
No
IBP Auto Service
Company Name Owner Name Contact Number Fleet Card Joon Transport
Nil 9302377937
Yes
EFC Transport
Himanshu
9329223097
Yes
Harsh Transport
Nil Nil Yes
Ayodhya Sales and Service
Company Name Owner Name Contact Number Fleet Card
Shree Travels
Santosh
9893303896
Yes
S&S Enterprises
Santosh
9893303896
Yes
Indore Bombay Fleet
Carrier
Rajendra Sethi
9425302906
Yes
Madan mohini Fuels
Company Name Owner Name Contact Number Fleet Card
GRC Kaka 9302108095 No
HRC Transport Jasbeer 9302108205 No
Dewas Naka Indore Nil Nil No
Kartar Fuels and Fly
Company Name Owner Name Contact Number Fleet Card
Rajendra Road lines Rajendra 9425068010 Yes
New Midiket Transport Nil 9300051780 Yes
Gas Point Nil 9425313642 Yes
5.3 Office work
I visited Indore Indore oil office and perform two office works
1. Prepare report on negative customer with action plan
2. Prepare report on negative retail outlet with action plan
1. Feedback of Negative Customers
Customers having Xtra Power Fleet Card but sale of HSD through
card goes down from June 11 to June 12.
CUSTOMER
NAME
Div. OFFICE FLEET AREA REASONS OF
NEGATIVE
SALE
ACTION
PLAN
CHETAN VASANI INDDO INDORE Taking oil from Maharashtra
SHIVANI BOREWELL
INDDO INDORE Off season, limited work,
contact and advice them
VISHAL KUMAR JAISWAL
INDDO INDORE Wrong mobile number
DELUXE CARGO MOVES
INDDO INDORE Work was stopped and oil not required
Contact the customer and advice to bring
regularity in work
RAJESH BHAI RATHORE
INDDO INDORE Wrong mobile number
PANKAJ ROADLINES
INDDO INDORE work stopped due to rain, driver were on leave
start taking oil again
2. Feedback of Negative Retail Outlets
Retail Outlets of which Sale of HSD goes negative from June 11 to
June 12. (Others are in Appendix)
Merchant
Name
DO Fleet Area Reason for
less sale
Action Plan
Mateshwari Filling
Station
Indore Indore Road Diversion,
Bore well Banned Contact With Old &
new Customers
IBP Auto Service Indore Indore low Cost Diesel in
Maharashtra
Tirupati Sales And
Service
Indore Indore low Cost Diesel,
Route Diversion of
customers
Contact With Old & new Customers
Raghuvanshi
Transport
Company
Indore Indore low Cost Diesel in
Maharashtra
Farm Fuel Center Indore Indore New RO's of
BPCL and HPCL,
Work Done of
Canal Construction
Company
Contact With Old & new Customers
Chapter 6
Analysis, INTERPRETATION &
Findings
6.1 ANALYSIS AND INTERPRETATION
As per the data collected from the transporters.
GRAPH: 1
Interpretation:
This graph show that maximum number of people visit IOCL outlet that is 55%
(110).while 30% (60) people says that they does not visit . Some of transporters are
not loyal to any particular company they randomly go any outlet15 % (30).
Reason for not visiting IOCL outlet:
1. Account in petrol pump
2. Using fleet card of BPCL and HPCL
3. Wrong perception for IOCL fuel
4. Not having IOCL outlet in there route or nearby areas
5. Not aware about Xtrapower fleet card program.
YES NO Sometimes
55%
30%
15%
Do you visit the IOCL fuel station regularly?
GRAPH: 2
Interpretation:
Graph show that 65% (130) of transports are still habitual to cash. And 29% (58) of
transporter is shifted to Xtrapower fleet card. So, here we need to focus more, and
effort should be made to attract more transporters to fleet card.
Reason for using cash: No. of transporter
Unaware about Xtrapower fleet program 10
Consider card transaction as risky one 20
Believe in cash transaction only 15
Nearest Ro’s is not equipped with Fleet card Machine 8
Bad attitude of Ro’s owners 5
Cash Credit/Dedit card Xtrapower fleet card
65%
6%
29%
What is the usual mode of payment?
GRAPH: 3
INTERPRETATION:
Only 30% (60) of transporters really know about the Xtrapower fleet card, and large
section 70 %( 140) of transporters are unaware and only need is to attract rest of them
by informing the advantage and security they will get.
Reason for unawareness:
1. No appropriate program for advertisement.
2. No awareness program
3. Pump attendant are not interested in information to customers
4. New program by company
YES
NO
30%
70%
Do you know about the Xtra Power fleet card?
GRAPH: 4
Interpretation:
The graph shows that petrol pump play an important role in advertising the Xtrapower
fleet card with 55%.company should make effort to improve their other ways of
advertisement.
Suggestion:
1. Frequent ads in first page of newspaper
2. Organize seminar and distribution of pamphlet in transport area
3. Setup help desk at various location
4. Ads in television and internet
5. Correlate the ads with prosperity of transporters
17%
5% 3%
55%
20%
From where did you come to know about the fleet card program?
GRAPH 5:
Interpretation:
50 %( 100) of transporters’ are satisfied by the service of Xtrapower fleet card .but 30
%( 60) transporters are still not satisfied. So, company should come with new thought
to satisfy them.
Reasons for not satisfied:
1. Point system is confusing for them
2. Fleet machine doesn’t show proper points
3. Less no. of Ro’s with Xtrapower scheme
4. Transports have no clear idea of benefit
5. Problems are not solved quickly
YES NO Partly satisfied
50%
30%
20%
Are you satisfied with the service of fleet card?
GRAPH: 6
Interpretation:
Those transporters’ who have the fleet card they use there card. So 58%(116) says yes
they use their fleet card for filling fuel .but still 12% (24)who say that, they have the
card but they don’t love to use. While 30% (60) say sometime they use.
Reason for not using fleet card:
1. Believe in cash
2. Consider card transactions as unsecure
3. Trucks are sold
4. Stagnation in business
5. Shifted to other company
YES NO Sometimes
58%
12%
30%
Do you use your fleet card regularly?
GRAPH: 7
Interpretation:
40% (80) of transporters thought company should introduce and improve service in
Xtrapower, like more Ro’s equipped with Fleet card machine, better solutions to their
problems, SMS facility.
35% (70) of transporters are will for new offers, SMS facility, and fleet card for cars.
Better service More offers Others
40% 35%
25%
What improvements do you want in the fleet card loyalty
program?
GRAPH 8:
Interpretation:
65 %( 130) of transporter redeem there points regularly and they are conscious to
ward points. But 25 %( 50) are careless, they redeem points often and there points
expire in between that.
Reason for not redeeming there points:
1. Transporters are not so educated.
2. Ro’s attendant not inform them
3. Carelessness toward points
YES NO Sometimes
65%
10%
25%
Do you redeem your Xtra points regularly?
Data from Retail outlet
GRAPH 1:
Interpretation:
Out of total outlet visited by me 68 %( 14) of outlets are well equipped with
Xtrapower power fleet card machine but they still facing technical problem in
operating the machine.
32 %( 6) are not equipped with Xtra power scheme like karta petrol pump of shehor
and they are requesting to company for installation of machine.
Advantage of company:
1. More customers attached to IOCL
2. More sell of fuel
3. More revenue to company
Steps by company
1. Open Ro’s nears to transporters hub
2. Contacts the Ro’s and get detail of their regular customers.
YES
NO
68%
32%
Is your outlet well equipped with machines of Xtra
Power fleet card?
GRAPH: 2
Interpretation:
70% (14) of outlet owners say their Xtrapower fleet card customers are between 0-20.
So it means transporters are still using cash or other means for purchasing of fuel or
they are loyal to other company.
And only 5 Ro’s are there with customer range between 20 and 50.
0-20 20-50 50-100 More than 100
70% 25%
5%
0%
How many Xtra power fleet card customer you have?
Reasons for fewer customers:
1. Customers still using cash for fuel.
2. Improper location of Ro’s
3. Other company Ro’ near by
4. Account transporters in other Ro’s
5. Unaware about the Xtrapower program
6. Leadership of BPCL in fleet market
7. Customers consider it as unsecure
GRAPH: 3
Interpretation:
Most of Ro’s sells more than 60000lts per week .so, its looks good but more effort
should be made to sell more. Then 28 %(8) Ro’s sells 40000-60000lts.
1000-20000 lts 20000-40000 lts
40000-60000 lts More than 60000
lts
30%
20% 28% 32%
How many liters of fuel do you sell in a week through Xtra Power
fleet card?
Effort for more sells:
1. Run seminar to educate customers
2. Educate all attendants about operation of fleet machine
3. Personal visit to new and old customer.
GRAPH:4
Interpretation:
70% (14) of Ro’s owener run some awarness program like help desk etc.bt there are
30% (6) Ro’s they donot participatie in promtion of xtrapower fleet.they reason that it
is the work of company not an operator.
Causes of less awarness program:
1. Most of Ro’s are run by mangers and he is not taking keen interest in
improving the sell of outlet.
2. Absence of Owners.
3. Illiterate owner and managers.
4. Unlikely interest of customers
YES NO
70%
30%
Do you run any awareness program to know operation
of Xtra power fleet card for customer and attendant?
GRAPH:5
Interpretation:
Cash is the usual mode of payment by the customers with 60% then after Xtrapower
fleetcard with 28%and rest are with credit/debit card.
Reasons of less use of card:
1. Believe in cash
2. Consider card transactions as unsecure
3. Point system is confusing for them
4. Fleet machine doesn’t show proper points
5. Less no. of Ro’s with Xtrapower scheme
6. Transports have no clear idea of benefit
7. Problems are not solved quickly
cash Credit/debit card Xtrapower fleet card
60%
12%
28%
What is the usual mode of payment made by the
customer?
6.2 Findings
1. Most of the transporters and petrol pump owner’s were very supporting and
welcoming .They had Good will for IOC
2. Transporters and petrol pump owner’s who showed interest appreciated the
offer provided and were eager to continue talks with IOC.
3. Some of the prospective transporters and petrol pump owners were not aware
of India Oil Xtra Power Fleet Card Loyalty Program. Hence they were not
interested.
4. Some of the transporters and petrol pump owner’s facing technical difficulties
while using the card since they are not able to understand its operations
clearly.
5. Some transporters and petrol pump owner’s have no clear idea about its
benefit and they are happy to use their old traditional way of purchasing oil
and lubricant.
6. Small transporter are not very keen for this program, some of them have
purchase the card but the card remains as idle as they have very less
transaction.
7. Xtra power scheme is not available at all the retail outlet of Indian oil. So at a
time it creates problem.
8. The card swiping machines are not properly maintained at some places leading
to many customer complaints. Some of the machines are very old and they are
need replacement with the new one.
9. At some places pump attendants are also not interested in providing this
service.
10. There are no pamphlets available at pumps, which could give a brief idea
about the loyalty program.
11. There is no facility of SMS for vehicle tracking and to know detail about
existing balance where other major oil producing company (BPCL) provides
this service to their transporters and petrol pump owner’s.
Chapter 7: Conclusion&
Recommendations
7.1 Conclusion
Xtra power is a step of IOC towards building loyalty among the existing customers.
Loyalty program works only when the customer is emotionally attached to the brand.
The best way to keep customers loyal is to provide a good product or service that
provides good value for money.
Branding alone will not make customers loyal, but back up a good product and
customer service with branding and loyalty will develop quicker.
Offers and loyalty schemes can increase loyalty, but they are no substitute for (and
will not work without) a good product, good customer service, and friendly customer
relationships.
We need to enroll the right customers. We can recognize the highest value customers
to recognize and reward their value to our organization, we can cultivate high
potential customers who currently split their purchases between us and our
competitors or reach out to those most at risk of churning. Knowing which customer
groups are most important to us allows crafting recognition and rewarding strategy
that piques their interest.
Customers should be involved in the program by constant communication to make
them understand what is in for them.
Comprehensive surveys should be conducted to find out what should be the ideal way
to reward the loyal customers and retain them for the lifetime. Activities like checking
point balances online. Such participation is a sure sign of increasing value to the
customers
7.2 Recommendation
Most of the people are not aware regarding the Xtra power scheme, IOC should try to
create awareness regarding the program by means of more aggressive advertising.
3. The customers facing any kind of difficulties must be assisted promptly and
their problem must be considered with due care.
4. Xtra power fleet card banners should be put at proper location with easy
visibility.
5. Information centers especially in remote areas must be setup so that people
have access to this program and they can have detail information about its
benefits.
6. The card swiping machine must be carefully maintained and provide quick
service for any technical difficulties. The old machines must be replaced by
the new one without any delay.
7. Most of the pump attendant is not so educated hence a training program for
them to provide the use of swiping machine and its various technical aspects.
8. Pamphlets must be available at pump so that customers get a brief idea about
the program.
9. All the pamphlets and booklets are in English, hence most of the customer not
able to understand. It should be in regional language (Bengali) and Hindi for
easy understanding.
10. There must be a fixed person for collecting forms and application for the card.
11. The poor network service at retail outlet need to improve urgently.
12. Target new vehicle/fleet owner by tie up with the vehicles companies and give
XTRAPOWER FLEET CARD with every new vehicle/truck.
13. If a card is not used for a specified period then a message should be given as a
reminder and if possible to contact the person as there may be some other
reason.
14. Xtra reward program should be started at all other locations as early as
possible.
15. Facility for vehicle tracking and to know the detail of existing balance by
customer should also made available through SMS service.
Chapter 8
Bibliography:
1. www.hpcl.co.in
2. www.bpcl.co.in
3. www.iocl.co.in
4. www.Scried .com
5. www.wikipedia.com
6. Company„s annual reports
7. Company„s journal and magazines
8. Company„s website
9. Company„s leaflets
10. Company„s pamphlets
11. Products and sales report
Appendix