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Customer Management

GS Caltex is dedicated to making customer satisfaction its top priority through Customer Management.
We endeavor to achieve customer satisfaction by expanding services and enhancing quality from the customer's perspective.

Consumer Centered Management

Scope of Certification : GS&POINT Servies and GS Caltex BONUS Card Servies
Valid from June 11, 2023 to June 9, 2026

We organize the complaints from the Customer Service Center by type and analyze the data to make improvements and prevent recurrences. Once we implement proposed improvements, we monitor the situation to confirm that the improvements are being carried out correctly. In 2013, we acquired the ISMS-P (Personal Information & Information Security Management System) certification to protect our customers' data more methodically. Again, we were the first in the industry to acquire the certification and have maintained the certification status to date.

GS Caltex has strengthened customer convenience such as widget function, design improvement, litre gas option, and Hyundai Card Mpoint payment by renewing its Energy Plus app. Based on these efforts, it has achieved the first place in the gas station sector (2009-2024) for 16 consecutive years in National Customer Satisfaction (NCSI).


Customer complaint handling time: 0.5 days

Promotions and Membership Programs

Our Kixx brand provides specialized services to GS Caltex gas station customers. Kixx embodies the fast, strong, and dynamic energy of the word 'kick' which inspired the brand name. The unique offer is just one way GS Caltex adds joy to the customer experience.
GS&POINT is an integrated GS Group membership program introduced in 2008. Customers can collect GS points from purchases they made at GS Caltex, GS Retail, and GS Shop. The points can then be used at GS&POINT affiliate or partner companies like cash (1 point = KRW 1).
Link to GS&Point Instagram Link to GS&Point Facebook Link to GS&Point Kakao Plus Friends

Kixx Quality Service

Strict standards are the key to preventing decline in quality of petroleum products. From production to storage and distribution, GS Caltex employs rigorous quality control over products until they reach the consumers. We began operating the industry’s first mobile quality control service with Kixx Quality Service Vehicles in 2007 and expanded the service to include LPG Quality Service Vehicles in 2013. These travelling laboratories visit gas stations nationwide to conduct quality inspections and respond to customer complaints. They can also be mobilized immediately in emergencies. Every year, we publish informational leaflets on how to maintain diesel in cold weather and share the material with station visitors and businesses to ensure consumers can use our product without any hassles in the winter.

Kixx Quality Service Vehicles

Location
Nationwide GS Caltex gas stations
Purpose
The vehicles are equipped with systems that can detect defective and illegal petroleum products so they can carry our on-site sampling and quality inspections at GS Caltex stations.
Operation Process

Superlative quality recognized
by customers

  1. Select a services station to visit or request an emergency inspection
  2. On-site visit and quality analysis
  3. Process results and guidelines
  4. Follow-up maintenance(sample sent to lab for detailed analysis)
Inspection Checklist
Oil Type Analysis
Gasoline

Quality analysis (octane number, research, density, water content, olefin content, aromatic content, benzene content, oxygen content)

Diesel

Quality analysis (identification of additives, i.e. addition of kerosene, water content)

Facility Inspection
Preliminary inspection of risk factors, including fire or explosion on the premises of the services station
Quality Inspection
Quality inspection of Gas Stations

9,317cases(2023)

Quality inspection of LPG stations

296cases(2023)

Vehicle-mounted Equipment
Gasoline analysis
Use of FT-NIR
(Fourier transform – near infrared spectrometer)
Kerosene in diesel
Use of colorimeter, UV spectrometer
Water content and sediment
Moisture detection reagents, centrifugal separator