Service Station CSR Initiatives
With a brand statement of “Filling up your hearts, too,” the cc stations operated by Cosmo Oil Marketing are committed to the three Cosmo Group promises: comfort, peace of mind, and trust. To fulfill these commitments, we conduct a CSR achievement analysis*1 as part of our CSR activities aimed at ensuring compliance and environmental responsibility. Through this process, we are committed to continuous improvement.
In this CSR assessment, we evaluate the status of service stations from the following two perspectives to identify challenges and work toward improvements.
• Environmental management (EM)：The status of facility management, including the prevention of oil leaks and their spread, as well as contamination cleanup
• Personal information protection (PP)：Proper management system for customer personal information
The results of the fiscal 2025 survey showed that the percentage of service stations that achieved the target score of 100 decreased by 1.3 points in the environmental management survey, and by 18.5 points in the personal information protection survey, compared to the previous year. We recognize that one of the factors contributing to this is the tightening of evaluation criteria starting in fiscal year 2025. Going forward, we will continue to enhance our initiatives by promoting a deeper understanding through pre-training programs and study sessions based on the assessment results.
*1 CSR achievement analysis: Conducted as a part of CSR (Corporate Social Responsibility) activities such as thorough compliance and consideration for the environment, for the Cosmo brand to gain further support from customers. A professional surveyor conducts a face-to-face interview with the manager of the service station.
Improving Customer Service Quality
As part of its efforts to “pursue customer satisfaction,” Cosmo Oil Marketing continuously conducts the “Three Promises Assessment” at service stations nationwide. Through this assessment, specialized investigators conduct objective evaluations (mystery shopping) to comprehensively assess the quality of customer service and store operations, and the findings are used to drive improvements from the customer’s perspective. The key customer satisfaction metric (AA rating ratio*2) averaged 59.3% across all three assessments in fiscal year 2025, exceeding the previous year’s result. This demonstrates our steady commitment to improving the quality of our store services.
*2 A comprehensive evaluation metric calculated by combining impression-based assessments (such as customers’ intention to return) with store operation evaluations.
Enhanced Customer Support System
The Cosmo Oil Customer Center is a call center for customer inquiries open 24 hours a day, seven days a week. In fiscal 2025, it received a total of 28,135 inquiries, an increase of 3,965 calls from the previous year. On the other hand, the number of complaints decreased by 68 calls from the previous year. We have been awarded the highest rating of three stars for four consecutive years in the Inquiry Desk category of the HDI Benchmark*3.
Going forward, we will continue to uphold our brand statement of “Filling up your hearts, too,” while striving to deliver even higher-quality, customer-focused services tailored to each individual customer.
*3 HDI Benchmark: A survey that recruits volunteer evaluators from the general public to assess the performance and quality of each company’s web support and customer service channels entirely from the customer’s perspective
