Petro Canada Tops in Customer Satisfaction

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Petro Canada Tops in Customer Satisfaction

Outstrips Canadian Tire as favoured gas station

In a random sampling of public opinion taken by the Forum Poll™ among 1353 adult Canadians, Petro Canada received the best scores for customer satisfaction of all the major gasoline station chains in Canada, with a total of three quarters satisfied with the service they received (73%), and more than half saying they are “very satisfied” (51%). Following very closely are Ultramar and Canadian Tire (48% very satisfied each), then Shell (46%) and Husky and Esso (44% each). The last time we polled this issue (in 2013), Canadian Tire stations led (78% satisfied, 44% very satisfied) and Petro Canada was tied for third with Ultramar (39% very satisfied each). Staions which do not rate highly, in 2013 or now, include Olco (2016 very satisfied - 26%), Mobil (28%) and Mohawk (32%).

It should be noted that, in the past 3 years, all the stations we track have seen their customer satisfaction scores increase significantly. As the tracking methodology has not changed, this is seen to be due to increased focus by operators on keeping existing customers through higher standards of service.

“Canadian Tire has always scored well in our customer satisfaction tracking, and Ultramar’s high score may be ascribed to its Quebec roots (we find Quebec retailers often score higher in their own province than others), but seeing Petro Canada, a nationwide mass-market chain, go from third to first is surprising” said Forum Research President, Dr. Lorne Bozinoff.

Lorne Bozinoff, Ph.D. is the president and founder of Forum Research. He can be reached at or at (416) 960-9603.