Market

E-Gas LPG cylinders incorporate the strictest safety standards with the guarantee of EKO’s expertise. 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 Defense Standard 91/91 and ASTM D-1655. JET fuels are specialized products produced under strict and controlled specifications and procedures. In 2021, 4,246 aviation fuel analyses were conducted at EKO’s Chemistry Department.

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 lubricants and aviation fuels. In particular, all EKO’s Aircraft Refuelling Stations are certified for
Quality Management in accordance with ISO9001:2015.

Similarly, 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. In 2021, 28,510 lubricant analyses were carried out at EKO’s Chemistry Department.

A certified Quality, Occupational Health & Safety and Environmental Management System is implemented at all Group facilities, for undestanding the needs and expectations of all stakeholders, as well as for continuous improvement.

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 achieve the sustainability goals set by the Group, as well as those set by its suppliers, distributors and customers. 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.

The Group’s facilities apply 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.

Since 2016, EKO has been implementing a Certified Biofuels Sustainability Management System (BFS), according to the 2BS-STD-02 standard. The System is applied for the management of the company’s motor fuels available in the domestic market and containing biofuels (biodiesel motor diesel and gasoline with bioethanol) and covers all activities of the supply chain (fuel purchases, storage, distribution). The objective of the System is to ensure the availability of sustainable biofuels and to reduce greenhouse gas emissions, with emission savings of more than 50%. For the year 2021 the average achieved GHG emission savings were 64.1% from the use of biodiesel in diesel, while from the use of bioethanol in gasoline the savings achieved were 67.9% from UNL95, 71.2% from UNL98 and 69% from UNL100.

The Company is working to improve the energy efficiency of its products and raise awareness among end-use energy consumers to save on final energy consumption. To this end, the Company:

• Offers differentiated motor fuels (gasolines and diesel) on the market using high-tech additives, with the aim of assuring the end consumer of the reduction of their vehicle’s fuel consumption. High energy efficiency lubricants are also being promoted under the same objective. In addition, the company promotes the use of LPG as an ecological and economical solution.
• Plans consumer awareness actions, such as providing eco-driving advice and tips for the rational use of heating oil, on the company’s social media or by distributing brochures. The aim of those actions is 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 20°C, regular maintenance of the burner, etc.), so that less fuel is consumed for the same purpose and with the same result.

With a particular emphasis on providing a positive customer experience at the fuel stations, the Group 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: Thorough monitoring of service at the petrol station and compliance with operating standards. In particular, following the selection of the secret visitors, 60 points in 7 areas of the service station (forecourt and equipment, service, security, shop, uniforms, toilets, promotional activities) are checked. A total of 5,940 visits to fuel stations were carried out in 2021 through the secret visitor program. 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.
• Market surveys for better customer service: In order to evaluate the Group’s customers satisfaction, a total of 15 qualitative and quantitative market surveys were conducted in 2021, covering the four main categories: 2 market surveys on the importance of the EKO and bp brands, 12 surveys on the performance of employees at fuel stations, and 1 survey on the development and design of new products.
• “Everyday, brighter” at bp petrol stations: The “Everyday, brighter” campaign launched by the Group in November 2019, which aims to re-evaluate the refuelling experience and transform it from an obligation into a pleasant experience, “brightening up” the interaction with each customer, continues. 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 WiFi 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)
• Νew premium 98 octane petrol in selected EKO fuel stations: In April 2021, the new EKO Premium 98 octane petrol was launched, aiming to provide a comprehensive offer to the Group’s customers, with differentiated products, in response to the modern needs of consumers and their shift towards premium products, while penetrating a dynamic market, such as that of “premium 98 octane”
• Apps for smartphones: The free EKO app and mybp app enable the user to purchase fuel at selected fuel stations using a credit/debit card and fleet card. The user can also be informed about products, services and offers at the nearest fuel stations. In addition, in the EKO app they can check the quality and origin of their fuel (EKO Guarantee), order heating oil electronically, and access the special “My Garage” section for storing useful information regarding their vehicle, with the possibility of scheduling to receive relevant reminders, such as the next check/ MOT test, insurance policy renewal, etc.
• Continuous 24-hour customer service: For better service and responsiveness to customer needs, a 24-hour service hotline is in operation (211-1818031 for bp fuel stations, 211-1818050 for EKO fuel stations). Incoming call handling has been assigned to specially trained ICAP personnel and the requests are forwarded to those employees responsible for resolving/responding to the matter.