Market

E-Gas LPG cylinders incorporate the strictest safety standards with the guarantee of EKO’s expertise. EKO has launched the new E-Gas Easy LPG cylinder, weighing 7.5 kg, which is ideal for use in barbeque and household stoves. EKO’s LPG storage, handling and bottling facilities are certified for Quality Management in accordance with ISO9001:2015. The scope of the Quality Management System includes the collection, storage, bottling and distribution of LPG. LPG has been included in the EKO GUARANTEE program, which also involves the inspection and sealing of LPG pumps at the fuel stations.

EKO supplies JET Aviation Fuels of two civil and military aviation specifications (JET-A1 & JP-8) to 23 airports in the Greek territory. In most cases the main product is JET-A1, which complies with the latest Aviation Fuel Quality Requirements for Jointly Operated Systems (AFQRJOS) of the Joint Inspection Group (JIG). These requirements include the more stringent specifications of Defence Standard 91/91 and ASTM D-1655. JET fuels are specialized products produced under strict and controlled specifications and procedures. All EKO’s Aircraft Refuelling Stations are certified for Quality Management in accordance with ISO9001:2015.

EKO lubricants are produced from high quality raw materials and cover a wide range of lubrication applications, from the simplest to the most demanding ones. The quality of EKO lubricants is ensured at all critical stages of production, with continuous controls that certify the lubricants’ compliance with design specifications. EKO’s Lubricants Production Unit implements a certified Quality Management System, in accordance with ISO9001:2015.

EKO’s Chemistry Department at the Skaramanga facility is equipped with state-of-the-art equipment and is distinguished by its high performance in international interlaboratory tests. It carries out quality control of aviation fuels and lubricants. In 2022, 7,037 aviation fuels analyses and 26,337 lubricant analyses were carried out at EKO’s Chemistry Department.

HELLENiQ ENERGY applies best operating practices for the safe handling of products, with respect for the environment. This entails the application of strict waste management procedures in all phases of operation, covering storage, processing, recycling, recovery and disposal of waste at the end of the product life cycle.

A certified Quality, Occupational Health & Safety, Environmental and Energy Management System is implemented at all HELLENIQ ENERGY production, storage and handling facilities, in order to achieve high performance on essential quality, health, safety and environmental issues for all stakeholders.

The Group has integrated the concept of Responsible Product Management – an approach to managing the impact of products throughout their life cycle – into its Management Systems to reduce potential risks for humans and the environment and to maximise benefits from the use of each product. In this respect:

• Technical information is provided and only authorised products for authorised uses are placed on the market.
• Only responsible and correct use of the products is supported, in accordance with their comprehensive Safety Data Sheets.
• Product handling instructions are taken into account and recommended to customers to be followed, and all products are monitored in their use by end-users for any problems encountered, in order to identify any need for changes.
• Reliable partners are sought who manage the Group’s products in the same responsible and ethical manner.

Respecting the fundamental principle of the European REACH /CLP Regulations for the protection of humans and the environment, with strict adherence to the criteria for the effective management of chemicals, the Group has aligned its activities with the requirements of the Regulations:

• It cooperates with other industrial partners in the REACH Consortia and international organisations for the successful completion of all phases of the REACH Regulation (registration, evaluation, authorisation) with strict adherence to the European competition rules.
• It carries out reviews of registration dossiers in accordance with Article 22 of REACH and EU Regulation 2020/1435 or if required through decisions of the European Chemicals Agency (ECHA).
• The product Safety Data Sheets (SDS) are always up-to-date, in full compliance with the REACH and CLP Regulations. For the safe use of products, the risk management measures included in the human and environmental exposure scenarios in the annexes of the SDS are implemented, encouraging downstream users to apply the corresponding proposed measures for their own uses.
• It complies with the obligation in Annex VIII of the CLP Regulation on the reporting of aligned information relating to the response to health emergencies used by the poison control centres of the EU-27 countries where the products are placed on the market.

With a particular emphasis on providing a positive customer experience at the fuel stations, HELLENiQ ENERGY, through its subsidiary EKO SA, 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:

• Secret Visitor Program: The program aims to thoroughly check the services provided, the service at the fuel station and compliance with the operation specifications in real-life conditions. The secret visitors check 60 points in 7 areas of the service station (forecourt and equipment, service, security, shop, uniforms, toilets, promotional activities). In 2022, in Greece, a total of 5,158 visits to fuel stations were carried out. Each fuel station received a visit from the secret visitor 4 to 12 times per year. The results of the visits are posted monthly on an electronic platform, which is accessible to all sales executives, so that it is possible to monitor the progress made by each fuel station over time, as well as various other indicators useful for the improvement and development of the network’s services, aiming at improved customer service and better response to customer expectations.
• Market surveys for upgrading customer service: In order to evaluate the Group’s customers satisfaction, a total of 17 qualitative and quantitative market surveys were conducted in 2022: 1 market survey on the importance of the EKO and bp brands and on the development and design of new products and 16 surveys on the performance of employees at fuel stations.
• “ Everyday, brighter” at bp fuel stations: True to our “Everyday, brighter” strategy, we continuously invest in the continuous improvement of consumer experience at the service station and in upgrading it to a pleasant experience, highlighting the consumer’s brightest moments in every contact with the services provided. This is achieved through well-lit Bright Green Beacon fuel stations, easy access, cleanliness in all areas of the station, exemplary service from employees, excellent fuel quality, safety during refuelling and transactions, as well as the provision of additional special services such as:
  • Free Wi-Fi in the shop area,
  • Special pet storage hook and a special “pet corner” area,
  • Free 12-point check for cars and motorcycles, including a full visual inspection of key points (tyre pressure, light operation, brakes),
  • Contactless payments via the mybp app.

  The official sponsorships of bp worldwide with the BWT Alpine F1® Team and the Premier League also enhance the consumer experience. Through major competitions that take place, consumers have the opportunity to win entry to unique experiences, such as experiencing the thrill of a Formula 1 Grand Prix or a Premier League match. Through these experiences, consumers gain a strong connection with the bp brand, and understand both the quality of our products and the catalytic effect they have on such major events.

• ΕΚΟ Smile reward program: In 2022, EKO created the new “EKO Smile” Reward Program with the aim of directly benefiting EKO customers in in their daily transactions, the high quality and fast service, as well as the creation of a personalized transaction experience. EKO Smile is a program that interacts with its members through different communication channels, the main one being the EKO Smile App, in order to provide timely and targeted information on the news and offers of the program. EKO customers can pay contactlessly by scanning their receipt, automatically receive Smile points, make online purchases with free delivery, transfer Smile points, offer Smile points to social actions, redeem Smile points online for gift vouchers, view their transaction history and participate in unique experiences. At the same time, through the EKO Smile loyalty platform, EKO gains a better understanding of consumers and their needs, having the ability to communicate and respond to them in a personalized way, reshaping its strategy where necessary, through targeted actions across the entire range of EKO products, both existing and future products. Finally, the program favours the strengthening of EKO’s relations with its partners, through the provision of tools to increase their sales, while overall it contributes positively to the increase of EKO’s overall market share.
• mybp app: mybp app enables the user to purchase fuel at selected fuel stations using a credit/debit card and fleet card. Also, the user can be informed about products, services and offers, the nearest service stations, as well as take part in competitions. In 2022, there were more than 24,000 registered users on mybp app.
• Awareness-raising actions for energy saving:  EKO SA implements actions to raise consumer awareness on energy saving when using road fuels, such as providing eco-driving advice and also advice on the rational use of heating oil, through social media posts and the distribution of information leaflets. The actions aim to raise awareness about driving behaviour (e.g., avoiding sudden acceleration, removing unnecessary weight from the vehicle, etc.) and the correct use of heating oil (e.g., setting the thermostat at 19°C, regular maintenance of the boiler, etc.), so that less fuel is consumed for the same purpose and with the same result. In addition, in order to improve energy efficiency, consumer services such as tyre pressure checks are provided, and promotional activities are carried out to promote the use of lubricants, which contribute to energy savings, as well as the use of bottled LPG as a cheaper product than cooking using electricity.
• Continuous 24-hour service: To better serve and respond to the needs of customers, a 24-hour service line operates at 18198 or +302107725555 for EKO fuel stations and at 18199 or +30210688755 for bp fuel stations. Call management has been assigned to specially trained employees of TELEPERFORMANCE who forward the requests directly to those responsible for resolution/response under the supervision of the Customer Service Department of EKO SA and KALYPSO KEA SA.