Service Stations – 2013 Ratings

Posted by Canstar Blue June 13th 2013

You are viewing the archived 2013 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.

Cost concerns drive three in five to take cars over buses and trains

Most Satisfied Customers - Service Stations, 2013Public transport is often touted as a relatively inexpensive transport solution for the masses. However, when asked in our recent survey, roughly three in five said it was cheaper for them to drive than use public transport.

Adding insult to injury for those who wished to capitalise on public transportation in their area, more than a third of respondents had to drive to access these transport routes.

Respondents from Queensland and Tasmania were more likely to believe the cost of catching public transport was greater than that of driving (roughly three quarters each), while New South Wales and South Australian drivers were at the other end of the spectrum (close to half of respondents).

More than two thirds of our survey respondents reported they found ways to cut fuel costs by following the ebb and flow of petrol pricing, and filling up only on days when fuel was cheapest. However, drivers had their limits: only one in five would drive across town to fill up at a station offering cheap petrol.

United achieve winning streak for service station customer satisfaction

This year’s recipient of our Most Satisfied Customers Award – Service Stations received five star ratings in all our survey criteria. Congratulations to United Petroleum for achieving its third consecutive Canstar Blue award-win in this category.

Other brands who received five star ratings in this survey were:

  • Coles Express for service, range of other items on sale, appearance and cleanliness of station, and facilities.
  • 7-Eleven for service and range of other items on sale.

Also rated were Caltex, Shell, Caltex Woolworths and BP.

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 customers within the survey group who have refuelled a motor vehicle at a service station in the last month – in this case, 2,166 people.

Brands must have received at least 30 responses to be included. Results are comparative and it should be noted that brands receiving three stars have still achieved a satisfaction measure of at least six out of 10.

Overall customer satisfaction

With award-wins spanning several years, it may come as no surprise that United received five stars for overall customer satisfaction again in 2013. Following United were our other rated brands: Coles Express, 7-Eleven, Caltex, Shell, Caltex Woolworths and BP with four stars each.

Price of petrol

United customers were most satisfied with the price they paid for petrol at their service station, earning United a five star rating. 7-Eleven received four stars for fuel price, Caltex Woolworths and Coles Express received three, and Caltex, BP and Shell all received two.


Three brands – United, Coles Express and 7-Eleven – achieved five star ratings for the service received by customers at their service stations. Caltex, Shell, Caltex Woolworths and BP followed with four star ratings.

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

Have you ever had a case of the munchies while on the road? Or maybe you just needed to pick up some milk or a newspaper on your way home? A well-stocked local service station can be a convenient shopping location. United, Coles Express and 7-Eleven all received five stars for the range of items stocked at their petrol stations. They were followed by BP and Shell with four stars each, then Caltex and Caltex Woolworths with three.

Appearance and cleanliness of station

United and Coles Express customers were both most satisfied with the appearance and cleanliness of their service station, earning each brand a five star rating. All other rated brands – Coles Express, 7-Eleven, Caltex, Shell, Caltex Woolworths and BP – received four stars for service station appearance.

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

Both United and Coles Express each received a final five star rating for the quality of available facilities at their service station (e.g. toilets, tyre inflation stations, car washes). Next with four star ratings were 7-Eleven, Caltex, Shell, Caltex Woolworths and BP.