New Service Station Grading & Labeling System

The Zimbabwe Energy Regulatory Authority (ZERA) recently developed a grading and labeling system for service stations to bolster customer service experiences.

The grading system evaluates a service station’s ability to provide value added services at its forecourt. The Minister of Energy and Power Development, Soda Zhemu is on record as saying that the system will “help consumers realise the full range of services that fuel service stations can offer to enhance customer service experience and value for money.”

The grade that a service station is awarded is dependent on the level at which it meets technical and customer service standards. The add-ons apart from fuel pump service include windscreen cleaning, free tyre pressure, ablution facilities and safety as well as shopping convenience.

The colour coding of the labels denotes the rating. For instance, the orange label is for service stations that are considered to be a ‘fair site’, blue is for a ‘good site’ rated three stars and green denotes a ‘very good’ site and allotted five stars.

A five star site provides all the requisite customer service features and meets a very high level of technical standards compliance.

To date, more than 350 service stations have been rated and are required to display the labels at the shop front where they are clearly visible. It is expected that there will be an improvement of standards and service delivery across the petroleum service industry.

Previously, ZERA had demanded and enforced high standards of infrastructure and product quality through compliance enforcement. The new system encourages self-assessment and selfimprovement by the service stations in the conduct of their business. It gives customers an “independent view of technical and customer service standards prevailing at graded fuel sites,” adds Minister Zhemu.