The AENOR Business Service Quality Certificate endorses the quality level of all service stations of the REPSOL network, in accordance with the UNE 175001-6 standard "Service Quality Service Stations".
Pablo González Hernández Senior Manager of Customer Experience at Repsol
"Thank you for visiting a Repsol service station. Our customers are at the heart of our business, and for this reason we have engaged the services of AENOR to ensure that our service stations always provide the highest quality service.
Our service stations are undergoing a rigorous certification process to ensure that they meet our customers' needs and expectations. At each and every of the over 3000 REPSOL service stations at your service."
The UNE 175001-6 standard is an effective tool for improving the competitiveness of service stations, and it involves a commitment on the part of each establishment to continuous improvement. This requires that the certification is renewed at every service station every 3 years.
The standard assesses numerous aspects inherent to the activities carried out at service stations, such as:
To obtain this certificate, each Repsol Service Station will receive a visit by a member of the AENOR audit team who, as an anonymous customer and without prior warning, will verify the aspects related to customer service in the UNE 175001-6 standard on "Service Quality in Service Stations". The auditor buys a product (refuelling or in-store purchase) and makes a full assessment of the process using the Mystery Shopper technique.
The auditor will then reveal their identity to the staff to verify other aspects of the UNE 175001-6 standard that do not require the anonymity of such staff, including cleaning, operability, station procedures, etc.
AENOR certification Business Service Quality REPSOL service stations
This certification applies to sales, and additional and ancillary services in business establishments classified as small retailers.
The Standard UNE 175001 it is valid for numerous commercial activities, however, there are four sectors that have their own specifications: opticians, florists, butcher's, fishmongers, and service stations. The standard was drawn up at AENOR, the entity legally responsible for creating technical standards in Spain, with the participation and consensus of the sector. It also gathered consumer opinions.
These signs displayed in shop windows, equipment and furniture, advertising and brochures in REPSOL service stations certify the AENOR Business Quality Certification, and represent competitive differentiation and brand recognition.
AENOR began certifying commercial quality in 2009, and is currently the leading certifier in commercial quality.
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