Having developed a comprehensive fuel card service in Western Europe, the major oil players have entered Central and Eastern European cards markets with a high calibre offering. This has made it a competitive necessity for the national players to innovate in terms of their fuel card. This Expert View argues that the result is a demanding CEE fleet customer when it comes to customer service.

• Fuel card customer data on the relative importance placed on customer service and price by Western and Central and Eastern European fleet managers.
• An assessment of the fuel card and fleet management services which are most important to customers.
• Comparative ratings of WE and CEE fuel card providers' service performance.


Highlights



Unlike their WE counterparts, CEE customers say that fuel card service is not as important to them as competitive pricing. CEE fleet managers are more willing to compromise on service in return for lower card fees.





CEE fleet & CRT managers value service more than their WE equivalents when the individual service components are isolated from price. CEE fleet & CRT managers rate all fuel card account reporting services and most security features more highly than their WE counterparts.





A superior fuel card offering and level of customer service in CEE markets fosters a heavily expectant fuel card customer base. The customer service experience of fleet & CRT managers in Poland is rated more highly than that of those in WE markets.



Reasons to Purchase


• Understand the price and service sensitivity of fleet and commercial road transport customers when it comes to their fuel card offering
• Assess which elements of customer service are most important to fuel card customers
• Be informed as to how fuel card customers in the CEE region may differ from their WE counterparts