Seamless Energy Availability and Accessibility

A leading fuel marketing company in the Cypriot market with a 33% market share. It supplies consumers and businesses with EKO products (fuels and lubricants). The total sales volume is allocated as follows: Retail sales (via 98 fuel stations) 56.79%, commercial and industrial customers 14.59%, other oil companies (fuel stations) 10.79%, LPG customers 6.86%, international customers 10.61% (marine fuel 2.44% and aviation fuel 8.17%) and lubricants 0.36%.

Its network consists of 57 fuel stations (self-operated), covering 5.6% of local needs and constituting 3.81% of the domestic market. Sales volumes are split between wholesale 7% and retail 93%.

It covers approximately 71% of the fuel market in the Republic of North Macedonia. Due to the company’s significant storage capacity, the Group, through OKTA, also operates as a safety mechanism for the seamless fuel supply in the markets where it operates (mainly in the Republic of North Macedonia and Kosovo as well as in Serbia, Montenegro, and Albania). This consolidates the Group’s dominant position in the Balkans. At the same time, it is a major exporter and a significant employer in transport, logistics, and technical support operations. Through its network of 25 fuel stations, it covers 7% of the local retail market in terms of number of fuel stations and has a 13% market share in retail sales volume.

Its network of fuel stations covers 90% of the country in the retail market, while the company covers 100% of the country in the wholesale market. The retail market share is 5.9% (97 fuel stations). All stations are self-operated. The sales volume is split between wholesale 13% and retail 87%.

It holds 41% of the retail market share and 39% in terms of number of fuel stations in Montenegro. It has a network of 46 fuel stations, 3 yacht fuel stations, 1 fuel facility in the city of Bar and 2 aviation fuel facilities in the cities of Tivat and Podgorica.

The program aims to thoroughly check the services provided, the service at the fuel station, and compliance with the operations specifications in real-life conditions. The secret visitors check 51 points in 7 areas of the service station (forecourt and equipment, service, security, shop, uniforms, toilets, promotional activities). In 2023, a total of 5,085 visits to fuel stations were carried out in Greece. Each service station is visited by a secret visitor from 4 to 12 times per year. The results of the visits are posted monthly on an electronic platform, accessible to all sales executives and service station managers, to monitor the development of the results at fuel stations over time, as well as various other indicators that are useful for the improvement and development of the network’s services, aiming to improve customer service and response to customer expectations.

To enhance customer satisfaction and address their needs, a total of 17 qualitative and quantitative market surveys were conducted in 2023: One market survey on the importance of the EKO and bp brands, as well as on the development and design of new products and 16 surveys on the performance of fuel station employees.

True to our “Everyday, brighter” strategy, we continuously invest in upgrading consumer experience at fuel stations, highlighting their brightest moments in every interaction with our services. This is achieved through our well-lit Bright Green Beacon stations, easy access to them, cleanliness in all areas of the station, exemplary employee service, exceptional fuel quality, and safety during refuelling and transactions. bp’s official sponsorships worldwide with the BWT Alpine F1® Team and the Premier League also play a decisive role in consumer experience.

Through major competitions held, consumers have the opportunity to win entry to unique events, experiencing the excitement of a Formula 1 Grand Prix race or visiting the BWT Alpine F1® Team factory for a unique race car driving experience or watching a Premier League match in person. These experiences create a strong connection to the bp brand, showcasing the quality of our products and their integral role they play in such major events.

The mybp app enables users to purchase fuel at select fuel stations using a credit/debit card and fleet card. Users can also get information about products, services and offers, find the nearest fuel stations, and participate in competitions. In 2023, more than 44,000 users were registered on mybp app.

EKO S.A. implements actions to raise consumer awareness on energy saving when using road fuels, such as the provision of eco-driving advice and the rational use of heating oil through social media posts and the distribution of information leaflets. The actions aim 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 19οC, regular boiler maintenance, etc.), so that less fuel is consumed for the same purpose and with the same result.

In addition, in order to improve energy efficiency, consumer services are also provided, such as tyre pressure checks, and promotional activities are held to promote the use of lubricants, which contribute to energy savings, as well as the use of bottled LPG as a cheaper alternative to electricity for cooking.

For better service and response to customer needs, there is a 24-hour service line at 18198 or 2107725555 for EKO fuel stations and 18199 or 2106887555  for bp fuel stations.

Calls are managed by specially trained TELEPERFORMANCE employees who forward requests directly to those responsible for resolution/response under the supervision of the Customer Service Department of EKO S.A. and KALYPSO KEA S.A.

Similar programs and initiatives are implemented in foreign countries as well. More detailed information can be found in the GRI 2-29 disclosure.

E-Gas and E-Gas Easy LPG cylinders adhere to stringent safety standards, ensuring the highest level of safety assured by 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 receipt, storage, bottling, and distribution of LPG.

EKO supplies JET Aviation Fuels of two civil and military specifications (JET A-1 & JP-8) to 23 airports across Greece. In most cases, the main product supplied is JET A-1, which adheres to the latest Aviation Fuel Quality Requirements for Jointly Operated Systems (AFQRJOS) of the Joint Inspection Group (JIG). These requirements incorporate stringent specifications such as Defence Standard 91/91 and ASTM D-1655. JET fuels are specialised products produced under strict and controlled specifications and procedures. All EKO’s Aircraft Refuelling Stations are certified for Quality Management in accordance with ISO9001:2015.

EKO lubricants are produced from high quality raw materials and cover a wide range of lubrication applications, from the simplest to the most demanding.

The quality of EKO lubricants is assured at all critical stages of production, with continuous checks that certify their compliance with design specifications. EKO’s Lubricants Production Unit operates under a certified Quality Management System compliant with ISO9001:2015 standards.

EKO’s Chemistry Department at the Skaramanga Facility is equipped with state-of-the-art equipment and is distinguished for its high performance in international laboratory tests. It conducts quality control for aviation fuels and lubricants. In 2023, 7,264 aviation fuel analyses and 24,680 lubricant analyses were carried out at EKO’s Chemistry Department.

HELLENiQ ENERGY applies best operating practices for the safe handling of products, with respect for the environment. A certified Quality, Occupational Health & Safety, Environmental, and Energy Management System is applied in all HELLENiQ ENERGY’s production, storage and product handling facilities in order to ensure high performance for stakeholders.

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 reduce potential risks for humans and the environment and to maximise benefits from the use of each product. In this respect:

• Technical information is provided and only products that fully comply with the required specifications are placed on the market.
• Only responsible and correct use of the products is supported in accordance with their extensive Safety Data Sheets.
• Product handling instructions are taken into account and are recommended for customers to follow as all products are monitored in terms of how they are used by end-users for any problems encountered so as to identify any need for changes.
• Reliable partners who manage the Group’s products in the same responsible and ethical manner are sought for.

Respecting the fundamental principle of the European REACH /CLP Regulations for the protection of humans and the environment, by strictly observing the criteria for the effective management of chemicals, HELLENiQ ENERGY has aligned its activities with the requirements of the Regulations by:

• collaborating 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;
• reviewing registration dossiers, in accordance with Article 22 of REACH and Regulation (EU) 2020/1435, or as required by decisions of the European Chemicals Agency (ECHA);
• maintaining the Safety Data Sheets (SDS) of the products regularly updated, in full compliance with the REACH and CLP Regulations (for the safe use of the products, the risk management measures included in the human and environmental exposure scenarios of the annexes of the SDS are applied, encouraging downstream users to apply the respective proposed measures for their own uses); and
• complying with the obligation in Annex VIII of the CLP Regulation regarding the reporting of aligned information related to responses to health emergencies used by poison centres in the EU-27 countries where the products are placed on the market.

In 2023, training programs were held within the two partner networks – KALYPSO KEA S.A. and EKO S.A. – involving fuel station managers, owners, and staff.

The training programs covered customer service, promotional techniques, fuel station safety, fire safety, first aid and other marketing and product training programs.