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We define a Group stakeholder as those entities or individuals who may be significantly affected by our activities, or who may affect our ability to implement our business strategy and/or achieve our objectives.

The table below presents the Group’s stakeholder categories and the ways an frequency of interacting with each group and also the most significant topic that emerged following the assessment of the material topics for each of the Group’s Stakeholder groups.

Stakeholder Category	Communication/participation methods	Communication Frequency
Employees	Dialogue, scheduled meetings, qualitative & quantitative surveys, webcasts /speeches, publications, newsletters.	Periodically
	Intranet (internal information & communication network), corporate updates, events, information & awareness campaigns, employee suggestion box.	Daily
Business Customers	Dialogue, scheduled meetings, Q&A, contracts, events, focus groups.	Daily and periodically
Consumers	Satisfaction surveys, loyalty surveys, special surveys via questionnaires on the degree of acceptance of new products/services, focus groups	Monthly, quarterly, annually and on a case-by-case basis
	Customer helpline, dialogue, websites of marketing companies, social media, newsletters, portals, android & IOS apps.	Daily
Fuel Station Owners	Satisfaction surveys.	Monthly, quarterly
	Training, evaluation of employee performance, dialogue, publications.	Weekly, Daily
Suppliers and Business Partners	Meetings, dialogue, answering questions, participation in procurement tenders, contracts.	Whenever appropriate
	Review and entry supplier registry, new supplier on-boarding questionnaire.	Whenever appropriate
Shareholders and Investors	Roadshows, meetings.	Periodically
	General assemblies, presentation of results, publications (annual, biannual and quarterly reports, see corporate site Investor Relations).	Annually, bi-annually, quarterly
Society	Public debates, public opinion surveys, newsletters, synergies, see corporate site Sustainability	Periodically
	Dialogue, press publications / statements, see corporate site Media Center	Daily
Local Communities	Public debates, public opinion surveys, newsletters, synergies, see corporate site Sustainability	Periodically
	Dialogue, press publications / statements, see corporate site Media Center	Daily
State and Regulatory Authorities	Meetings, participations, consultations.	Periodically

 

These approaches are systematically integrated into the Group’s strategy for sustainable development.

In addition, indicative approaches by the Group’s companies include:

ΟΚΤΑ

In 2023, a corporate campaign was launched that aimed not only to promote the company’s 45 years of market presence as the largest and most reliable fuel supplier, but also to highlight its sustainability through the channeling of its business portfolio into green energy projects and its responsible role for society. Thus, a nationwide campaign was launched in two waves (June & November).

Moreover, OKTA continued its long-run program Guarantee, aimed to provide assurance to consumers regarding the quality and quantity of the products sold at OKTA branded fuel stations. In order to inform its consumers about the benefits of the Program Guarantee, the company launched an ATL campaign in the summer. The campaign communication strategy included the following channel mix: radio, digital media, social media, print ads and visibility of promotional materials at the fuel stations.

Furthermore, the customer complaints process is followed thoroughly. There are customer satisfaction questionnaires for both domestic and foreign markets, which are taken into consideration on an annual basis.

Finally, following the health, safety and environment reward process, in 2023 five employees were awarded for their outstanding contribution to improving health, safety and environment performance.

EKO CYPRUS

Customers:

Communication with customers is carried out through the implementation of a well-structured Marketing, Public Relations and Corporate Social Responsibility plan which includes Above The Line and Below The Line communication implemented using all the communication tools of the marketing mix.

Moreover, all press releases and announcements are communicated to the public through the official EKO Cyprus website, social media, and the press.

More targeted and direct communication is achieved through EKO Smile app via push to app members.

Furthermore, a two-way communication with customers can be achieved through the EKO Smile app and social media where customers can submit their questions and receive the necessary information and answers from a representative of our company.

In addition, our customers can communicate directly via telephone with a customer service representative 24/7 resolving any issue that may arise.

EKO Bulgaria

Positive customer experience build strong relationship between the brand and its customer base.

How we manage it:

• Monthly customer survey to verify quality of service at fuel stations
• Monthly internal qualitative surveys to update the staff on promotional offers
• Annual brand vitality survey
• Smile Loyalty program and mobile application
• Customer service center
• Free Wi-Fi and radio in the shop
• Car wash in the premises
• Parking rental service
• Partnerships with traffic generators like KFC and Mc Donald’s
• Monitoring of customer feedback across all channels: email, social media, Google Business reviews

JUGOPETROL

Implementation of different approaches such as training, competitive prices and promotional initiatives to provide optimal customer service at fuel stations. In addition, Jugopetrol uses all channels of communication, with 360° campaigns throughout the year.

EKO Serbia

With a particular emphasis on providing a positive customer experience at the fuel srations, the EKO SERBIA 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: Mystery shopper program, market surveys for better customer service, pit stop at fuel stations, continuous 24-hour customer service and continuous training via EKO Serbia Training Academy.

Indicative results of surveys measuring customer satisfaction

Refer to Market Section: ‘Customer service in fuel stations’

EKO Cyprus

• Mystery Shopper Survey (all EKO CYPRUS and 30% of the competition’s fuel stations were tested 12 times a year): The total score was 78% for EKO CYPRUS and 64% for the competition (courtesy, service and appearance).
• The main results from the Brand Vitality Tracking survey (an annual survey with 800 interviews and quotas on age, gender, area, representative of the driver populations in Cyprus, regarding opinions, information and use, purchasing criteria and brand, and habits in terms of car use & fuel purchase) were:
  • The indicator ‘Top of Mind’ score in 2023 from 43% reached 49%.
  • EKO CYPRUS in 2023 scored 37% in main choice rate vs 35% and the Loyalty rate was 23% vs 21%.

EKO Bulgaria

EKO is one of the preferred fuel station chains on the market, with an overall awareness of 89% and main choice for 13% of customers. It has a strong loyalty index of 76% according to the Nielsen IQ BVT 2024 survey.

OKTA

Based on the results of the Mystery Motorist survey, in 2023, all categories (service, appearance and politeness) are rated higher than in 2022, with an average score of 87% versus 86%.

Also, in 2023, OKTA’s performance in the market remained constant achieving:

• 94% total Brand Awareness vs 93% in 2022
• 83% spontaneous awareness like in 2022
• 12% Top of Mind like in 2022
• 14% Main Choice like in 2022
• 21% Second Choice vs 17% in 2022

EKO Serbia

• Mystery shopper program – EKO overall results for 2023 was 87% vs 78% for competition. EKO has better scores in all three of categories: vastly better score in service 69% vs 47%, politeness 97% vs 93% and appearance 96% vs 93%.
• Market surveys results – EKO brand total awareness 91%, Top of mind 3%, Main choice 10% in 2023.
• EKO Smile loyalty program BVT survey results – Increased Top of mind 9% (+3% vs 2022) and participation 13% (+4% vs 2022). Smile volume participation in total retail volumes for 2023 is 56% (+1% vs 2022).