on-site quality and quantity fuel checks at EKO and BP petrol stations (4,325 nozzle samples)
quality checks on aviation fuels
quality checks on EKO lubricants
Why is it material?
Our products meet the fuel needs of all domestic customers in industry, transport, shipping, aviation, etc. Our products are available for retail and wholesale in both the domestic and the international markets. All our products are closely linked to three parameters: safety, quality and availability. The core objectives of the targeted improvement of the competitiveness of the Group’s commercial activities are the implementation of best operation practices for safe product management and the delivery of high-quality innovative products, on a competitive value-for-money basis, offered through an extensive petrol station network with full geographic coverage.
Our products are fully adapted to the evolving engine technologies and the changing European legal framework.
The Group, respecting the fundamental principle of the European REACH Regulation on the effective management of the risks posed by chemical substances, has aligned its activities with the provisions of the Regulation. The Group also effectively implements and promotes the substantial application of the European CLP Regulation on the classification and labeling of chemicals. The products’ extensive Safety Data Sheets contain an annex with exposure scenarios for human health and the environment per intended use, as well as the recommended risk management measures to downstream users. Best operational practices for safe product handling with respect for the environment are implemented at the Group’s facilities.
Product quality is assured across the entire supply chain via constant controls, while at the petrol stations any customer can assess fuel quality through the spot test kit.
EKO S.A. continues its collaboration with the Fuels and Lubricants Technology Laboratory of the National Technical University of Athens for fuel quality checks at the petrol stations. Customer complaints regarding product quality are forwarded to the Group’s responsible Quality Experts for investigation and response.
All physicochemical analyses of the products are conducted in accredited chemical laboratories and the implemented Quality Management System is certified.
Our goal is to gain the trust of our customers in every refill and we achieve this by ensuring the quality of our products, with constant quality controls throughout the supply chain, from the refinery to the point of delivery to the customer. We implement strict operating standards in all our facilities and petrol stations for the safe management of our products, with respect for the environment. We aim, through a defined framework of cooperation, to secure a network of suppliers and partners, throughout the supply chain, implementing the respective practices of responsible product management.
The HELLENIC PETROLEUM Group produces and provides high-quality petroleum products, petrochemicals and lubricants for various uses. We constantly strive to meet the requirements of our customers, by creating relations based on mutual trust and seeking customer satisfaction, from the product’s entry into the market to the end of its life cycle.
Main brands of the ΕΚΟ petrol station network:
– EKONOMY fuels
– ΕΚΟ Racing 100
– Diesel AVIO Double Filtered
– EKO Megatron
Main brands of the BP petrol station network:
– BP Ultimate Unleaded 100
with ACTIVE Technology
– BP Ultimate Diesel
with ACTIVE Technology
– BP Autogas
A Quality, Health & Safety and Environment Management System (QHSE MS) is implemented in all of the Group’s facilities with the aim of understanding all stakeholders’ needs and expectations, as well as achieving continuous improvement.
The Group has incorporated the concept of Responsible Product Management into its Management System – an approach to managing the impact of products throughout their life cycle – in order to achieve the sustainability goals that it has set, as well as those of its suppliers, distributors and customers.
Respecting the fundamental principle of the European REACH Regulation on the effective management of risks posed by chemical substances, the Group has aligned its activities with the provisions of the Regulation:
The best operational practices for the safe management of products, with respect for environment, are applied at the Group’s facilities. This entails the implementation of strict waste management procedures at all operation stages, including storage, treatment, recycling, recovery and disposal of waste at the end of the products’ life cycle.
All products of HELLENIC PETROLEUM refineries (liquefied petroleum gas, gasoline, diesel, kerosene, fuel oil, bitumen) meet the specifications set by National and European Legislation. According to the Group’s Quality Policy:
Therefore, at the Group, we ensure the quality of our fuel throughout the supply chain with constant quality controls at all stages.
According to consumer surveys, fuel quality is considered the most important selection criterion when it comes to refuelling. Τhe EKO GUARANTEE program is the first integrated fuel quality and quantity control program, which applies constant checks from the refinery to the customer’s fuel tank. This program enables consumers to perform in situ fuel quality checks via spot test kits available at the petrol station.
HELLENIC FUELS & LUBRICANTS S.A. continues its collaboration with the Fuels and Lubricants Technology Laboratory of the National Technical University of Athens (NTUA) for its petrol stations’ fuel quality and quantity control.
The fuel quality and quantity controls, carried out by NTUA’s mobile laboratory units, constitute part of the EKO GUARANTEE program. Two mobile laboratory units, operated by NTUA personnel, conduct unannounced fuel quality and quantity controls at EKO’s petrol stations. During every quality check, fuel samples are further tested in detail at NTUA’s Fuels and Lubricants Technology Laboratory. Fuel quantity measurements are conducted using certified volumetric beakers. Following the quantity check, the station’s pumps are marked with the quality assurance seal.
For more information regarding the EKO GUARANTEE program.
For BP fuel stations, since 2011, an integrated fuels’ quality assurance system has been developed in collaboration with NTUA. Two mobile laboratory units, manned by NTUA’s personnel and equipped with special equipment for on-site quality control of the fuels’ basic characteristics, visit BP petrol stations without prior announcement every year.
In 2019, NTUA carried out a total of 2,934 unannounced on-site quality and quantity fuel checks at EKO and BP fuel stations. A total of 4,325 fuel samples from nozzles were analyzed for quality.
Customer complaints regarding the quality of our products are forwarded to the responsible Group Quality Experts for investigation and response. All physicochemical analyses of products are conducted in accredited chemical laboratories. In 2019, 303 incidents were investigated and 49 customer queries regarding the fuel quality of petrol stations were addressed.
E-Gas LPG cylinders, which for years have been a daily part of our lives, incorporate the strictest safety standards with the guarantee of EKO’s expertise. EKO’s LPG storage, distribution and bottling facilities are certified for Quality Management in accordance with ISO 9001: 2015. The scope of the Quality Management System includes the receipt, storage, bottling and disctribution of LPG.
LPG fuel (Autogas) and the control and sealing of LPG pumps have also been incorporated in the EKO GUARANTEE program.
The Chemical Laboratory located in EKO’s high-tech Lubricant Production Unit is equipped with state-of-the-art technology and stands out for its high performance in international inter-laboratory controls. It conducts lubricant and aviation fuel quality controls. In 2019, 4,811 analyses of aviation fuels were carried out at the ΕΚΟ Laboratory. All EKO Aviation Fuel Facilities at Airports are certified with respect to Quality Management in accordance with ISO 9001: 2015.
EKO lubricants are produced from high-quality raw materials and are designed to cover a wide range of lubricant applications, from the simplest to the most demanding ones. The quality of EKO’s lubricants is assured in all the critical stages of production, with constant checks that certify their compliance with design specifications. In 2019, 28,336 lubricant quality checks were conducted. The EKO Lubricant Production Unit is certified with respect to Quality Management in accordance with ISO 9001:2015.
EKO S.A. implements a certified voluntary Sustainable Biofuel Scheme. Through this particular scheme, we contribute directly to the reduction of carbon dioxide (CO2) emissions produced by passenger cars and we indirectly promote the sustainable production of agricultural raw materials.
At the HELPE Group, we offer innovative, high-quality products with a competitive value/money ratio through an extensive network of petrol stations with full geographic coverage. Furthermore, we offer our products to commercial customers, industries and resellers. EKO S.A. has eight fuel storage and distribution terminals throughout Greece, and three LPG storage, distribution and bottling facilities in the prefectures of Thessaloniki, Attiki and Rethymno.
Through its subsidiaries, the Group is active in the markets of Greece, Cyprus, Bulgaria, Serbia, Montenegro and North Macedonia. In parallel, exports are directed to all significant markets in SE Europe. The Group’s marketing company has a strong presence in the Greek market through the EKO and BP brands.
In Greece, the Group has a network of more than 1,700 petrol stations. The following table presents the “product mix”, in 2019, in the domestic and international markets where the Group’s subsidiaries are active.
|Unleaded gasoline 95 octane||13.24%||36.38%||15.44%||12.4%||13.3%||30.20%||9.97%|
|Unleaded gasoline 98 octane||5.35%||1.6%||2.46%||2.03%|
|Unleaded gasoline 100 octane||1.09%||3.15%||1.42%||0.23%|
|Μazout (fuel oil)||25.08%||1.25%||7.8%||0.18%||4.96%|
The Group’s marketing company, with a strong presence in the Greek market through the EKO and BP brands, is active in retail and wholesale sales. The total volume of sales is allocated as follows: Retail sales (via petrol stations) 46.41%, industrial customers 17.52%, LPG customers 1.43%, aviation fuel 13.27%, bunkering fuel 20.94% and lubricants 0.43%.
A fuel marketing company, which supplies the Cypriot market (consumers and businesses) with EKO products (fuels and lubricants). The total volume of sales is allocated as follows: Retail sales (via 96 petrol stations) 59.41%, commercial and industrial customers 20.63%, LPG customers 7.93%, international customers (bunkering fuel 2.75% and aviation fuel 8.95%) and lubricants 0.33%.
Its network consists of 55 petrol stations (Company Owned Manager Operated) covering 6.2% of local needs and comprising 3.7% of the domestic market based on the number of petrol stations. 18% of the total volume is wholesale and 82% is retail sales.
It covers approximately 64% of the fuel market in North Macedonia. In addition, due to its significant storage capacity, it operates as a safety mechanism for uninterrupted fuel supply in the markets in which it is active (mainly North Macedonia and Kosovo, as well as Serbia, Montenegro and Albania). Concurrently, it is a major exporter and employer in services related to transportation, logistics and maintenance. Through its network of 27 petrol stations, it covers 8% of the local retail market in terms of the total number of petrol stations in the country, while its market share in terms of volume of sales in retail trade stands at approximately 13%.
Its petrol station network covers 90% of the country, geographically, in the retail market, while the company covers 100% of the country in wholesale market respectively. Its retail market share is 6.1% (91 petrol stations). All petrol stations are Company Owned Manager Operated type. 30% of the total sales volume is wholesale and 70% is retail.
Holds 43% of the retail market and 38% in terms of number of petrol stations in Montenegro. Its network includes 42 petrol stations, 3 yacht service stations, 1 light fuel facility in Bar and 2 aviation fuel facilities in Tivat and Podgorica.
It is mainly active in the production and marketing of polypropylene film via the “biaxial stretching” method (BOPP FILM). 24% of the product is exported.
DIAXON sales per film category
The Group has a large and diverse supplier base, with over 12,000 active suppliers, for the purchase of materials, equipment or services. The list includes multinational companies but also local large, medium and small-sized enterprises. The Group’s suppliers are important business partners who contribute to the achievement of its business targets. They contribute to its competitiveness and Sustainable Development, affecting not only its financial performance but also its relations with all other stakeholders.
Over 12,000 active suppliers
The main objective for the Group’s Procurement is to develop and maintain a broad and reliable supply chain, aiming to:
In order to achieve all the above and develop a network of collaborators that applies sustainable development practices that are at least equivalent to those of the Group, we follow a defined cooperation framework, which includes a Code of Conduct, a Procurement Manual, policies and procedures promoting health and safety, commitment to environmental rules/ regulations and responsible work practices with respect for human rights, and a supplier evaluation procedure.
For all the above reasons, our partners are selected and evaluated both upon registration in our suppliers list and during our cooperation with them, based not only on business criteria but also on sustainable development criteria. Furthermore, all contracts with our suppliers incorporate a supplier “compliance clause” with the principles of the UN Global Compact (in the areas of human rights, labour, the environment and anti-corruption).
Thorough inspection of services and compliance with operational specifications at petrol stations. Specifically, after selecting the mystery visitors, 60 points in 7 sectors of the petrol station are checked (forecourt and equipment, customer service, safety, shop, uniforms, WCs, promotional activities).
In 2019, a total of 5,212 visits to petrol stations were conducted in the context of the mystery visitor program. Each petrol station received between 4 to 12 visits annually. The findings of the visits are posted each month on an e-platform, to which all sales staff have access so as to enable the monitoring of petrol station performance over time and other indicators that are useful in further improving and developing the services provided by the network.
Last but not least, petrol stations are awarded – on the basis of the mystery visitor program – a compensation that is equivalent to the amount expended on purchasing uniforms, as well as awards for best petrol stations at the annual “Retail Championship” event (in 2019, 40 petrol stations and 30 Sales Managers respectively from all countries were awarded prizes as “Retail Champions” for the previous year).
In the context of evaluating our customers’ satisfaction, in 2019, a total of 23 qualitative and quantitative market research surveys were conducted covering four main categories: 3 market studies regarding the significance of the EKO and BP brands, 16 studies regarding the performance of petrol station personnel, 2 studies regarding the development and design of new products, and 2 studies regarding the need for new services and products.
The new BP campaign “Everyday, brighter” was launched in November 2019 so as to enable customers to reevaluate the experience of having their vehicles refueled, transforming it from an obligation to a pleasant experience and shedding light on the moments that we share with our customers. This experience is achieved thanks to our well-lit Bright Green Beakon petrol stations, ease of access, cleanliness in all areas of the petrol station, exceptional customer service provided by our employees, our high quality fuels, safe refueling and secure transactions, and the provision of special services, such as:
The free EKO App allows users to be informed about products, services and offers, to find their nearest petrol stations and to order heating oil, contributing to a more dynamic and interactive relationship with customers. To date, the app has had over 18,900 users. It also provides users with the “My Garage” special section for storing useful information regarding their vehicles, with the option of receiving relevant reminders such as next check/MOT test, insurance policy renewal, etc.
To better serve and respond to customer needs, a 24-hour customer service hotline is in operation, namely telephone numbers 211-1818031 for BP petrol stations and 211-1818050 for EKO petrol stations. The management of all incoming calls is handled by specially trained ICAP personnel that forward requests to those employees for resolving/ responding to the matter at hand.
All activities related to advertising and promotion of products fully comply with the code of conduct of the Hellenic Advertisers Association and the Hellenic Association of Advertising-Communication Agencies (also see indicator 417-3). All marketing executives participate in training programs and seminars in order to be informed about best practices and new regulations.
|Number of CALYPSO petrol stations
|Average number of training man-hours per person (petrol station managers, owners and employees)*||8,705 hours /
average training hours
|13,168 hours /
3.1 average training hours per employee
|12,066 hours /
3.16 average training hours per employee
|12,418 hours /
2.98 average training hours per employee
|6,962 hours /
2.56 average training hours per employee
*Does not include Health and Safety Issues.