INDICATOR: 2-29

We define a Group stakeholder as those entities or individuals who may be significantly affected by our activities, or who may affect our ability to implement our business strategy and/or achieve our objectives.

The table below presents the Group’s stakeholder categories and the ways an frequency of interacting with each group and also the most significant topic that emerged following the assessment of the material topics for each of the Group’s Stakeholder groups.

Stakeholder Group	Means of communication/Participation Methods	Communication Frequency	Most significant issue for each group
Employees	Dialogue, scheduled meetings, qualitative & quantitative surveys, webcasts /speeches, publications, newsletters.	Periodically	Health and Safety of Employees and Partners
	Intranet (internal information & communication network), corporate updates, events, information & awareness campaigns, employee suggestion box.	Daily
Business Customers	Dialogue, scheduled meetings, Q&A, contracts, events, focus groups.	Daily and periodically	Air Quality
Consumers	Satisfaction surveys, loyalty surveys, special surveys via questionnaires on the degree of acceptance of new products/services, focus groups	Monthly, quarterly, annually and on a case-by-case basis	Risks and Opportunities Associated with Climate Change
	Customer helpline, dialogue, websites of marketing companies, social media, newsletters, portals, android & IOS apps.	Daily
Fuel Station Owners	Satisfaction surveys.	Monthly, quarterly	Attraction, Development and Retention of Employees
	Training, evaluation of employee performance, dialogue, publications.	Weekly, Daily
Suppliers and Business Partners	Meetings, dialogue, answering questions, participation in procurement tenders, contracts.	Whenever appropriate	Health and Safety of Employees and Partners
	New supplier on-boarding questionnaire.	Whenever appropriate
Shareholders and Investors	Roadshows, meetings.	Periodically	Diversification of Product Portfolio
	General assemblies, presentation of results, publications (annual, biannual and quarterly reports, see corporate site Investor Relations).	Annually, bi-annually, quarterly
Society	Public debates, public opinion surveys, newsletters, synergies, see corporate site Sustainability	Periodically	Air Quality
	Dialogue, press publications / statements, see corporate site Media Center	Daily
Local Communities	Public debates, public opinion surveys, newsletters, synergies, see corporate site Sustainability	Periodically	Air Quality
	Dialogue, press publications / statements, see corporate site Media Center	Daily
State and Regulatory Authorities	Meetings, participations, consultations.	Periodically	Diversification of Product Portfolio

 

These approaches are systematically integrated into the Group’s strategy for sustainable development.

In addition, indicative approaches by the Group’s companies include:

ΟΚΤΑ

In 2022 the company has continued with the promotion of its Program Gurantee, that is aimed to ensure the consumers about the quality and the quantity of the products, sold at OKTA branded fuel stations. In order to inform its consumers about the benefits of the Program Guarantee, the company conducted an ATL campaign in two waves (June & October). The communication of the campaign included the following channel mix: TV, radio, web portals, social media, print ads, OOH and visibility of promo materials at the fuel stations.

EKO CYPRUS

Customers:

Communication with customers is carried out through the implementation of a well-structured Marketing, Public Relations and Corporate Social Responsibility plan which includes Above The Line and Below The Line communication implemented using all the communication tools of the marketing mix.

At the same time, all press releases and announcements are communicated to the public through the official EKO Cyprus website, social media, and the press.

More targeted and direct communication is achieved through EKO Smile app via push to app members.

Furthermopre, a two-way communication with customers can be achieved through the EKO Smile app and social media where customers can submit their questions and receive the necessary information and answers from a representative of our company.

In addition, our customers can communicate directly via telephone with a customer service representative 24/7 resolving any issue that may arise.

EKO Bulgaria

Positive customer experience build strong relationship between the brand and its customer base.

How we manage it:

• Monthly internal qualitative surveys for the staff’s knowledge of the promotional offers
• Free wifi in the shopping area
• Car wash in the premises
• Parking rental service
• Partnerships with traffic generators like KFC and Mc Donald’s
• Monitoring of customer feedback across all channels: email, Social Media, Google Business reviews

JUGOPETROL

Jugopetrol is using all channels of communications, with 360 degrees campaigns during the entire year. Defending the market share and establishing stronger relationship with stakeholders.

• Engagement with customers through Tactical Promo Programs
• Market Surveys (conducted by Nielsen in 2022), which generally focus on drivers and more specifically on EKO station visitors
• For internal stakeholders, meetings of the Board and meetings of trade unions
• Internal communication with all employees includes all relevant anouncements such us launching of new campaigns, tactical promotions, their participation in particular events and similar
• Open communication with all media channels, along with events organization for journalist, invitation to PS openings, pres releases, etc.

EKO Serbia

With a particular emphasis on providing a positive customer experience at the fuel srations, the EKO SERBIA has put in place a number of programs and initiatives to better serve its customers and respond to their needs. More specifically, the following actions are in place: Mystery shopper program, market surveys for better customer service, pit stop at fuel stations, continuous 24-hour customer service and continuous training via EKO Serbia Training Academy.

Results of surveys measuring customer satisfaction

Refer to Market Section: ‘Customer service in fuel stations’

EKO Cyprus

• Mystery Shopper Survey (all EKO CYPRUS and 30% of the competition’s fuel stations were tested 12 times a year): The total score was 79% for EKO CYPRUS and 66% for the competition (courtesy, service and appearance ).
• The main results from the Brand Vitality Tracking survey (an annual survey with 800 interviews and quotas on age, gender, area, representative of the driver populations in Cyprus, regarding opinions, information and use, purchasing criteria and brand, and habits in terms of car use & fuel purchase) were:
  • The indicator ‘Top Of Mind’ score for 2022 was 43% from 45%.
  • EKO CYPRUS in 2022 scored 35% in main choice rate vs 38% and the Loyalty rate was 21% in 2022 vs 24%.

EKO Bulgaria

EKO is one of the preffered fuel station chains on the market increasing the customers’ main choice to 14% in 2022 vs 13% in 2021 and increasing second choice from 11% in 2021 to 15% in 2022. Satisfaction rate with services is 49% as per BTV Nielsen research 2022.

Also EKO BULGARIA’s total brand awareness improved by 5% compared to 2021, to a total of 90% in 2022.

JUGOPETROL

Mystery Motorists results in 2022 (Secret Visitor Program: Thorough monitoring of service at the fuel station and compliance with operating standards):

• Total score EKO: 97%
• Customer service score EKO: 96%

OKTA

In 2022 OKTA’s performance in the market remained constant achieving:

• 93% total Brand Awareness vs 92% in 2021
• 83% spontaneous awareness vs 82% in 2021
  • 12% Top of Mind vs 11% in 2021
  • 14% Main Choice vs 13% vs in 2021

EKO Serbia

• Mystery shopper program – EKO overall results for 2022 was 89% vs 77% for competition. EKO has better scores in all three of categories: vastly better score in service 75% vs 47%, politeness  97% vs 94% and appearance 96% vs 94%.
• Market surveys results – EKO brand total awareness 90%, Top of mind 3%, Main choice 8% in 2022.