2011 – Service Stations Ratings

Posted by Canstar Blue March 19th 2011

You are viewing the archived 2011 ratings for service stations. Go to the current service station ratings.

See Our Ratings Methodology.

Happy drivers filling up at United service stations

Our first service station survey has revealed the extent to which Australians are suffering due to rising petrol costs, with 71% of respondents agreeing it is negatively impacting the quality of their lives.

Our latest survey shows many Australians are hurting because of high petrol costs, but the good news is they are savvy enough to do something about it. A whopping 66% of respondents are choosing particular service stations where they can use fuel discount dockets and 1 in 2 are choosing to refuel on days where prices are typically lower.

Despite Australians working longer hours than ever, interestingly they are still doing their homework to ensure they are getting a good deal when it comes to petrol. 69% of respondents said price is more important than convenience when it comes to filling up their car.

Surprisingly, 1 in 5 respondents regularly wait until the red light comes on before refuelling due to financial pressures.

Waiting this long to fill your car up on a regular basis could cost you more money in the long term because you are not only risking running out of fuel – it could also cause damage to your vehicle.

Customers scored United top marks for every category – overall satisfaction, price of petrol, service, range of items for sale, cleanliness and facilities.

Most common service station gripes

  • High price of petrol and grocery items within petrol station
  • Staff trying to sell other products and services at point of sale
  • Poor condition of facilities such as air pumps and windscreen washing buckets
  • Having to wait to access a bowser and pay for petrol
  • Poor service

Canstar Blue commissions Colmar Brunton to survey 2,500 Australian consumers across a range of categories every few months to measure and track customer satisfaction. The outcomes reported are the results from customers of service stations within the survey group. To qualify, the customer has to have purchased from the service station within the last 12 months.

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 five stars, followed by Caltex, Mobil, Coles Express Shell and 7-11 on four stars. Caltex Woolworths, BP and Shell received three stars.

Price of petrol

United received three stars for price of petrol, followed by Mobil, 7-11, Caltex Woolworths, Coles Express Shell and Caltex on two stars and Shell and BP on one star.


United was awarded five stars for service, followed by Mobil, Caltex and Coles Express Shell on four stars, and BP, 7-11, Shell and Caltex Woolworths on three stars.

Range of other items for sale (eg gas bottles, firewood, grocery items)

United received five stars, followed by Coles Express Shell, Caltex, 7-11, BP, Mobil and Shell on four stars and Caltex Woolworths on three stars.

Appearance and cleanliness of station

The results for United, Caltex and 7-11 could not be split, with all receiving five stars for appearance and cleanliness of station. BP, Coles Express Shell, Shell and Caltex Woolworths received four stars, and Mobil received three stars.

Facilities (eg car wash, air pump, water buckets, windscreen cleaners)

Coles Express Shell and United tied for first place with five stars when it came to facilities, followed by Caltex and BP on four stars and Mobile, Shell, 7-11 and Caltex Woolworths on three stars.