Providing excellent customer service at its service stations is a cornerstone of the RUBIS philosophy. The top performing service stations in the RUBIS 2021 Customer Pulse program were recently rewarded. The Customer Pulse program measures the quality of customer service delivered at RUBIS service stations in the Eastern Caribbean, through mystery shops conducted by a third-party provider. Station employees and retailers in each country, with the most outstanding results, are rewarded for providing first-rate service.
In Antigua, Percival’s RUBIS Service Station, Fort Road was the top station in the RUBIS network based on their excellent customer service scores in the mystery shops, demonstrating commitment and dedication to excellence in their approach to customer service. Second place went to the team from Ottos RUBIS Service Station. Managing Director of Percival’s RUBIS, Maurice Percival said his team was ecstatic on their award winning performance and commented, “The RUBIS Customer Pulse Program is ideal for improving customer service as it ensures that Service Ambassadors are kept up-to-date with constant training and the expectation of mystery shoppers. Percival’s was able to reward its staff in both 2013 and 2021 for the exceptional service which was the fruit of this Program. We extend our thanks to RUBIS for the training and rewards and pledge to continue to serve our customers at the highest standard under the RUBIS banner.”
Valanda Facey, Supervisor at Ottos RUBIS explained that the RUBIS Customer Pulse Program has been a good monitoring tool for them to monitor the quality of customer service. She said, “There is a friendly competition created among the staff as everyone wants to be the recipient of the prize at the end of the evaluation. We wish to thank RUBIS for championing this program and our aim is to achieve first place in 2022.”
Curtis Francis, RUBIS Accounts Executive, remarked, “Notwithstanding the challenges with the Covid-19 pandemic, our Customer Pulse Program remained lively and well. We were able to graduate our customer service training from a face to face classroom to a virtual setting for the first time. It is my pleasure to thank all of the retailers for participating in the program, and a special congratulations is extended to the teams at Percival’s and Ottos RUBIS as we re-commit our pledge to improve our customer service in the market in 2022.”