Pertamina Patra Niaga Undertakes Fuel Station Retail Makeover, Strengthens Customer Service Standards
Pertamina Patra Niaga continues to reinforce its commitment to delivering premium energy services through its Retail Make Over programme for General Fuel Filling Stations (SPBU) across various regions of Indonesia. To date, 1,647 fuel stations have undergone the Retail Make Over process as part of the company’s ongoing transformation to enhance facility standards, service quality, and customer experience, making them increasingly comfortable, modern, and trustworthy.
Chief Executive Director of Pertamina Patra Niaga, Mars Ega Legowo Putra emphasised that Retail Make Over represents far more than a physical update, constituting comprehensive transformation across service aspects and quality oversight. “This Retail Make Over is not merely about refreshing the appearance of fuel stations, but also about ensuring improved service standards and product quality received by the public. We want every Pertamina SPBU to be a clean, safe, professional place that provides the best experience for customers. Public trust is our top priority,” Mars Ega stated.
Through this programme, Pertamina Patra Niaga undertakes comprehensive service level improvements, encompassing totem, toilet, and prayer room updates to ensure greater cleanliness and representativeness; visual refreshment of fuel stations in line with latest brand identity standards; improvements to filling station areas including canopies and dispensers; enhanced operator competence and presentation standards based on the 3S principle (Smile, Greeting, Welcome); and optimisation of service and transaction systems, including non-cash payment utilisation through the MyPertamina application.
The company additionally strengthens Quality & Quantity (Q&Q) Monitoring aspects to ensure fuel quality and measurement remain compliant with standards. Oversight is conducted through free water content testing to verify the absence of water contamination in fuel, density inspections to guarantee quality alignment with specifications, and periodic nozzle measurement testing to ensure dispenser accuracy remains maintained.
Customer appreciation for these service improvements was also expressed by Pertamina fuel station consumer Yuka. “During my experience refuelling at Pertamina SPBU it has been very satisfying, particularly because there are so many locations everywhere, even in remote areas, and the service is also very good and friendly,” she noted.
The Retail Make Over programme is implemented in phases with priority given to strategically located fuel stations with high transaction volumes. Through this transformation, Pertamina Patra Niaga is optimistic about further increasing customer satisfaction whilst reinforcing the image of Pertamina SPBU as the community’s preferred energy destination with superior, transparent, and reliable service throughout Indonesia.