At HPCL Retail Outlets (Petrol Pumps), we believe in delivering quality products and superior service experience to our customers through our widely spread Retail Outlets (Petrol pumps). We are committed to safe and reliable operations by practising laid down standard operating procedures across all our Retail Outlets through our dedicated trained field staff and Dealer network. We continue to deliver happiness to our valuable customers through our sustained service excellence.

Introduction

HPCL Revolutionizes Retailing of Petroleum Products in India

Over the past decade, HPCL has had many reasons to smile. Change is the only constant, and we firmly believe in embracing it. By implementing new ideas, setting high standards, and evolving continuously, we have contributed to the development of modern, stylish, and technologically advanced retail outlets across India.

Customer service and satisfaction have always been our top priorities. To enhance the customer experience, we introduced New Retail Outlet Formats in 2006, designed to cater to the diverse needs of various customer segments. Recognizing that continuous improvement drives competitive advantage and efficiency, we focused on innovation and transformation.

In 2008, we took a significant leap in leveraging technology by introducing e-fuel stations. As part of this technological progression, the NANO concept (No Automation, No Operation) was launched in 2009, reinforcing our commitment to efficiency and operational excellence. Today, all active retail outlets in our vast network of over 23000 plus retail stations have been fully automated.

To enhance customer engagement at HPCL’s 23,000 plus fuel stations, a digitally enabled Customer Outreach Program (COP) was launched to ensure Quality, Quantity, and Quick Service. Amidst COVID-19 challenges, selected Star CSAs promoted service quality through AVs in Hindi and English, engaging both existing and prospective customers. Over 25,000 CSAs were upskilled, leading to 2.4 lakh+ COPs for 16.7 lakh+ customers, boosting footfalls and customer experience.

poWer95: The Next Level of Premium Fuelling Strengthening our portfolio of high-performance fuels, HPCL officially introduced poWer95 at a prestigious event in Pune in February 2023, in the presence of our top management. Following its successful launch, this premium-grade petrol (Motor Spirit - MS) has been progressively made available across the country. With its growing presence at an expanding number of HPCL retail outlets, we continue to enhance accessibility, ensuring that more customers experience the benefits of superior fuel quality.

Awards & Recognitions:- Our dedication and efforts have been recognized through multiple prestigious awards. HPCL has won the coveted Reader's Digest Trusted Brand Award for 13 consecutive years, reaffirming our customers' trust in our network. Our branded petrol, poWer, was named India’s Most Trusted Brand of 2018 in the petrol category by the Brand Trust Report. Additionally, our premium fuel, poWer99—India’s highest octane-rated petrol—was recognized as an emerging brand at the Global Marketing Excellence Awards 2018. More recently, our premium-grade MS, poWer95, was honoured as the "Emerging Brand of the Year." Launched in February 2023, poWer95 is now available at over 8,000 retail outlets, offering superior engine performance, better mileage, faster acceleration, and lower emissions. Our unique initiative Customer Outreach Program (COP) has also been honored with the "Best Experiential Marketing Campaign" award in 2023.

Further strengthening our commitment to customer satisfaction, HPCL introduced Club HP in 2002 as a premium fuel retailing initiative designed to provide an exceptional refueling experience. Built on three core promises—Outstanding Vehicle and Customer Care, the Good Fuel Promise, and Best-In-Class Service Standards—Club HP set a new benchmark in fuel retailing. With a strong focus on reliability and excellence, it ensured that customers received high-performance fuel while enjoying a seamless, efficient, and customer-friendly refueling process. Fuel stations under the Club HP brand prioritized well-trained staff, quick service, and a welcoming environment, making every visit a pleasant experience. The Good Fuel Promise reinforced HPCL’s dedication to providing high-quality fuel that enhanced vehicle efficiency, longevity, and performance, ensuring that customers always received clean and superior-grade fuel for optimal engine health. Additionally, Club HP aimed to offer the Best-In-Class Service Standards, ensuring that customers experienced not only fuel quality but also unmatched service, hygiene, and convenience at every outlet.

Building upon this success, HPCL introduced Club HP Star in 2014, further enhancing its value proposition by emphasizing Quick Service as its unique selling point. This initiative was designed to cater to customers looking for a faster, more efficient fuelling experience without compromising quality. Club HP Star ensured minimal waiting time by streamlining service processes, improving forecourt management, and enhancing staff training, thereby reducing delays and ensuring a swift and hassle-free refuelling experience.

Taking innovation, a step further, HPCL launched Club HP Connect in 2021, integrating cutting-edge ITPS (Integrated Transaction Processing System) to offer a seamless digital experience. The key highlight of Club HP Connect was the "What is Filled is Billed" feature, ensuring complete transparency and accuracy in billing. This initiative strengthened customer trust by leveraging advanced technology to eliminate discrepancies in fuel dispensing and billing. By integrating digital advancements, real-time transaction tracking, and secure payment solutions, Club HP Connect provided customers with enhanced convenience, security, and confidence in their fuel purchases.

Over the years, these pioneering initiatives have set new benchmarks in the industry, shaping customer expectations and improving service standards across the fuel retail sector. As these features became widely adopted, they contributed to a more refined and customer-friendly fuelling experience, ensuring greater reliability, transparency, and efficiency for consumers.

To address evolving customer expectations and enhance the overall fuelling experience, HPCL has upgraded its brand with the launch of CLUB HP First. This initiative builds upon the strengths of Club HP, Club HP Star, and Club HP Connect, while also introducing several new features aimed at providing an unparalleled level of convenience, service, and transparency. CLUB HP FIRST is not just about fuel; it’s about delivering a holistic, customer-centric experience that goes beyond refuelling to ensure comfort, hygiene, and vehicle care.

Introducing CLUB HP First: Redefining Fuelling Excellence In line with our commitment to innovation and superior customer experience, HPCL launched CLUB HP First (CHF) last year, transforming the fuelling experience at our retail outlets. This revolutionary initiative is designed to enhance convenience, ensure transparency, and promote sustainability in the fuelling sector, setting a new benchmark for industry standards. Since its launch, CLUB HP First has successfully upgraded around 2,500 outlets into CLUB HP First, reinforcing our dedication to delivering world-class service to our customers.

At HPCL, we believe in the maxim: Think big, dream big and achieve big. We are the future - a future full of energy.