Nov. 28, 2021

Indian Oil, Bharat Petroleum Corporation Limited and Hindustan Petroleum Corporation Limited have announced the launch of Model Retail Outlet Scheme and a Digital Customer Feedback Program called Darpan@petrolpump.


  • Three oil PSUs have joined hands to launch Model Retail Outlets to enhance service standards and amenities, across their networks, which serve over 6 Crore consumers everyday.

  • In order to keep pace with the rapidly changing consumer behavior and a view to offer a heightened customer experience in retail outlets, Oil Marketing Companies aim to benchmark Retail Outlet standards for ensuring standardized customer facilities through these initiatives.

  • The scheme involves an intense 5 Level evaluation process of over 70000 retail outlets in the country on a set of core service and facility parameters as well as standard of customer amenities e.g., clean and hygienic washrooms, customer centric innovative offerings etc.

  • The Retail Outlets have been divided into 4 categories based on sales performance, facilities offered and their percentage of digital transactions at the point of sale in keeping with the Digital India imperative.

  • Top performers will be awarded the “Shresth” and “Uttam”, Awards by the Ministry of Petroleum and Natural Gas and the “Rajya Sarv Pratham” awards by the respective Oil Companies.

  • The digital customer feedback program, darpan@petrolpump, a unique, real time feedback program was also launched and customers will be encouraged to give their valuable feedback which will go a long way in enhancing service standards at the retail outlets

Source : PIB