State-owned petroleum companies have intensified monitoring to make clean toilets at petrol pumps an important part of better customer service. As part of the cleanliness campaign of the Ministry of Petroleum and Natural Gas, the senior officials of the companies are personally inspecting the fuel stations. Apart from this, feedback on the quality of facilities is also being taken from the customers through QR codes. Directors (Marketing) of Indian Oil Corporation (IOC) and Bharat Petroleum Corporation Limited (BPCL) are taking stock of cleanliness and maintenance of toilets at various petrol pumps.

QR code setup

Indian Oil Director (Marketing) Soumitra Priya Srivastava inspected COCO BKC and 3 Star Fuel Station in Mumbai. He emphasized on setting up of clean toilets and mirror QR codes for customer feedback. Srivastava said on social media platform X that small things play a big role in building customer trust. Similarly, BPCL Director (Marketing) Shubhankar Sen inspected the company’s drivefresh toilet facilities and customer experience system at BP Shantipath Petrol Pump in New Delhi.

Along with the message of cleanliness, he also gave the slogan of Be Fresh, Drive Fresh. The campaign is not limited to the observation of senior officials. Senior retail officials of Indian Oil reviewed the cleaning and maintenance arrangements of toilets at petrol pumps in various cities including Kolkata, Indore, Jabalpur and Rewa. Meanwhile, he interacted with customers and also learned about their experiences.

Can give complaints and suggestions

According to the companies, toilets are being regularly cleaned using dedicated cleaners, sensor-based monitoring and feedback received through QR codes. Customers can share their complaints and suggestions along with rating the features by scanning the QR code. This will help in identifying the defects and taking timely corrective action. The emphasis of petroleum companies is that toilets should not only look clean at the time of inspection, but every passenger should have a clean and comfortable arrangement during use.

A clean toilet is a basic requirement for drivers traveling long distances and it also reflects the quality of customer service at a petrol pump. According to industry experts, along with fuel availability, a convenient and clean environment also affects the customer experience. In such a situation, this initiative by the petroleum companies is an important step towards making cleanliness a part of regular management and accountability rather than being confined to campaigns.