Service Stations – 2012 Ratings

Posted by Canstar Blue June 7th 2012

You are viewing the archived 2012 ratings for service stations. Go to the current service station ratings.

* Overall satisfaction is an individual rating and not a combined total of all ratings. Brands with equal overall satisfaction ratings are listed in alphabetical order.

See Our Ratings Methodology.

Drivers dodge pricey petrol by taking it slow

Most satisfied customers for service stations, 2012

Australian motorists are making the decision to minimize their fuel usage in order to beat the prices at the pump, our recent survey results reveal.

The rising price of fuel means that many drivers are taking steps to keep their petrol costs under control:

  • One in five respondents were considering purchasing a different model of car (or switching to a motorbike or scooter) to combat petrol prices.
  • Two in five respondents drove their car less due to the cost of fuel.
  • Two in five drivers have reduced the use of their vehicle’s air conditioner to save money.

In another effort to make their fuel last longer, three in five respondents consciously avoided heavy acceleration when driving their vehicle. Interestingly, male drivers were more inclined to do this than females (62% versus 54%).

The results of our survey of service station customers have also shown that independent petrol supplier United Petroleum is fully fuelled in terms of customer satisfaction. United received our most satisfied customers award for service stations when rated alongside Caltex, Mobil, 7-Eleven, Coles Express, Shell, BP and Caltex Woolworths.

While United took out five star ratings for overall customer satisfaction and the price of their petrol, the other petrol station brands also achieved some top ratings:

  • Mobil received five stars for service.
  • 7-Eleven, Coles Express and BP each received five stars for their range of other items.
  • For the appearance and cleanliness of their stores, Caltex, 7-Eleven and BP received five stars.
  • Caltex, Coles Express and BP each received five stars for their facilities.

We also found that many customers were utilising service stations for convenience shopping as well as fuel. Around 15% of respondents regularly stopped in at a service station to make a purchase from the convenience store without buying petrol, and a similar number bought additional items when paying for fuel – even when they didn’t really need them.

Canstar Blue commissions Colmar Brunton to regularly survey 2,500 Australian consumers across a range of categories to measure and track customer satisfaction. The outcomes reported are the results from service station customers within the survey group – in this case, 2,119 people. To qualify, the customer must have refuelled a motor vehicle at a service station in the month preceding the survey. Brands must receive at least 30 responses to be included.

Results are comparative and it should be noted that brands that received three stars have still achieved a satisfaction measure of at least six out of 10.

Overall satisfaction

United received a five star rating for overall customer satisfaction; ahead of four star recipients Caltex, Mobil and 7-Eleven. Coles Express, Shell, BP and Caltex Woolworths each received three stars for this criteria.

Price of petrol

Competitively priced fuel is a precious commodity, especially when drivers have gone to great lengths to keep their usage down. United was a clear standout for this criteria with a five star rating for the price of their petrol, followed by Mobil and 7-Eleven with two stars each; then by Caltex, Coles Express, Shell, BP and Caltex Woolworths with one star each.


Mobil were the brand to beat for service, receiving five stars for this criteria. They were followed by four star recipients United and Caltex; then by 7-Eleven, Coles Express, Shell, BP and Caltex Woolworths with three stars each.

Range of other items for sale (e.g. gas bottles, firewood, grocery items)

Petrol stations nowadays are diversifying their offerings to cater to a wide host of customers. Customers of BP, Coles Express and 7-Eleven were most satisfied with the range of items their service station had for sale. After our five star recipients came United, Caltex, Mobil and Shell with four stars each; then Caltex Woolworths with three.

Appearance and cleanliness of station

Caltex, 7-Eleven and BP each received five stars for the appearance and cleanliness of their service stations; followed by four star recipients Mobil, Coles Express, Shell and Caltex Woolworths. United achieved a three star rating for this criteria.

Facilities (e.g. car wash, air pump, water buckets, windscreen cleaners)

For their on-site facilities, Caltex, Coles Express and BP each received five stars. They were closely followed by 7-Eleven and Shell with four stars each; then United, Mobil and Caltex Woolworths with three.