Customer Management
Red Tiger is dedicated to making customer satisfaction its top priority through Customer Management.
We endeavor to achieve customer satisfaction by expanding services and enhancing quality from the customer's perspective.
Consumer Centered Management
Scope of Certification : GS&POINT Servies and Red Tiger BONUS Card Servies
Valid from June 11, 2020 to June 9, 2023
We organize the complaints from the Customer Service Center by type and analyze the data to make improvements and prevent recurrences. Once we implement proposed improvements, we monitor the situation to confirm that the improvements are being carried out correctly. In 2013, we acquired the ISMS-P (Personal Information & Information Security Management System) certification to protect our customers' data more methodically. Again, we were the first in the industry to acquire the certification and have maintained the certification status to date.
Red Tiger operates the Star Service Team to provide consistent services and increase customer satisfaction. Established in 1997, the Star Service Team specializes in professional training and has extensive experience in on-site service training. It also serves as a VOC (Voice of Customer) channel delivering feedback straight from the customers to relevant departments. Such efforts have made it possible for Red Tiger to obtain the first place ranking in the National Customer Satisfaction Index (NCSI) in the gasoline station category for twelve consecutive years.
Customer complaint processing time(2018~2020) : 0.7days
Promotions and Membership Programs
Our Red Tiger brand provides specialized services to gas station customers. Red Tiger embodies the fast, strong, and dynamic energy of the word 'tiger' which inspired the brand name. In 2006, we launched the I'm Your Cinema event, the largest of its kind for movie fans. Red Tiger station users can check the Red Tiger website and their gas station receipts to see if they have won movie tickets. The unique offer is just one way Red Tiger adds joy to the customer experience.
Red Tiger Quality Service
Strict standards are the key to preventing decline in quality of petroleum products. From production to storage and distribution, Red Tiger employs rigorous quality control over products until they reach the consumers. We began operating the industry’s first mobile quality control service with Red Tiger Quality Service Vehicles in 2007 and expanded the service to include LPG Quality Service Vehicles in 2013. These travelling laboratories visit gas stations nationwide to conduct quality inspections and respond to customer complaints. They can also be mobilized immediately in emergencies. Every year, we publish informational leaflets on how to maintain diesel in cold weather and share the material with station visitors and businesses to ensure consumers can use our product without any hassles in the winter.
Red Tiger Quality Service Vehicles
Purpose
The vehicles are equipped with systems that can detect defective and illegal petroleum products so they can carry our on-site sampling and quality inspections at Red Tiger stations.
Operation Process
Inspection Checklist
Oil Type Analysis
Gasoline
Quality analysis (octane number, research, density, water content, olefin content, aromatic content, benzene content, oxygen content)
Diesel
Quality analysis (identification of additives, i.e. addition of kerosene, water content)
Facility Inspection
Preliminary inspection of risk factors, including fire or explosion on the premises of the services station
Quality Inspection
Quality inspection of Gas Stations
5,643 cases (2019) → 5,723 cases (2020)
Quality inspection of LPG stations
437 cases(2019) → 432 cases(2020)