Case Study: Slovnaft improves service station performance with Staffino CX Management

CX Management Solutions for the Whole Retail Group

Staffino worked with MOL Group subsidiary Slovnaft, which operates 250 service stations, to improve customer experience and identify the main drivers of satisfaction and dissatisfaction across the retail network. Using Staffino Standard Feedback and Staffino CSAT, the company collected post-purchase customer feedback through email surveys after each transaction.

Staffino helped Slovnaft gather spontaneous comments and standardized CSAT ratings on key attributes, enabling daily monitoring of performance by location and faster identification of quick wins. The program revealed three core drivers of satisfaction and dissatisfaction, supported monthly best- and worst-station comparisons, improved allocation of training resources, and provided a retail group average CSAT score of 87% to pinpoint stations needing attention.

MOL Group

Timea Reicher

Retail Director