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KPC CUSTOMER SATISFACTION SURVEY INDEX UP

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KPC CUSTOMER SATISFACTION SURVEY INDEX UP.

KPC customers have returned a 70% satisfaction verdict with the services the company is offering them. In a survey carried out by an independent body during the 2010/2011 Financial Year, the customers recorded a significant improvement in the provision of services as compared to previous years.

In a report released to the customers during the Customer Survey Feedback Forum in Nakuru, KPC Managing Director Mr. Selest Kilinda said a number of factors contributed to the increase in the Customer Satisfaction Index (CSI). He said chief among them were the Capacity Enhancement Projects undertaken by the company. “Line IV has increased receiving capacity from an average flow-rate of 95M3/hr to 190M3/hr. This in effect has ensured that stocks in Nairobi are instantly availed at the depot thus eliminating the previous two day delay caused by product batching”, he said.

Mr. Kilinda said the enhanced product availability has eliminated queue related complaints that have characterised product uplifting.  And to increase the stock of popular products in Western Kenya, Mr. Kilinda said one Motor Spirit Regular (MSR) tank in Nakuru has been converted to Premium Motor Spirit (PMS). This he said has increased the PMS capacity by 20% from 8,737M3 to 10,459M3.

To address the incessant power outages, Mr. Kilinda said the company is considering a second power-line in Nakuru Depot. “Once negotiations are completed with Kenya Power, another line will be dedicated to the station”, he said.

The KPC Managing Director said the company was pursuing several projects which will have significant impact in the oil sub-sector and the overall service delivery by KPC.

He cited projects such as replacement of the Mombasa – Nairobi pipeline, expansion of the Eldoret Truck Loading Facility and the construction of the Nairobi Liquefied Petroleum Gas (LPG) storage and bottling facility.

He said KPC was also positioning itself to exploit any opportunities that may arise from Lamu Port Southern Ethiopia Transport Corridor (LAPSET) project and the discovery of oil in Uganda and Kenya.

Similar forums will be held in major depots in Kisumu, Eldoret, Nairobi and Mombasa.