Semi-service a sign of the times

By CATHY ARONSON and KATHERINE HOBY

Petrol stations are gradually reducing their level of service on the forecourt, and frustrating New Zealand drivers.

New Zealand is one of the last countries to provide a petrol, oil and window washing service at stations.

Caltex, BP and Shell provide "service assistance" to motorists who ask for it.

Most of the 200 stations owned by Mobil are self-serve, although other stations owned by Mobil franchisees set their own policies.

Caltex and Shell are watching the overseas trend towards self-service.

Automobile Association spokesman George Fairbairn said motorists, especially the elderly, had complained they were not being served. Many people did not know how to work a pump or check oil.

"There is a pattern emerging. People are unlikely to get the level of service they were used to."

The Herald visited some stations yesterday.

A large BP near Bombay was busy. Most motorists were pumping their own fuel, but no one looked bothered by it. Attendants were working in the shop, and one was checking the oil in a car.

Motorist Rose Hunter said she had never filled her own car with fuel. "In fact, I don't know how.

"I'm 80 years old and not about to start pumping my own petrol now."

Motorists wrote to the Herald after a Spleen column highlighting frustrations with the lack of service.

One said the name "service station" was false advertising and described them as "supermarket plus two pumps".

Mobil public affairs manager Peter Thornbury said petrol margins were low and its convenience stores made about 50 per cent of its profit.

Shell spokesman Simon King said it had moved its customer service from the forecourt to the store.

"Previously, Shell were able to offer greater levels of what was seen as service at the pump, but we must adapt our offer to ensure we meet as many of the customers' expectations as possible."

Caltex spokesman Niall Kramer said it offered "assisted service" if asked, rather than full service.

BP's 60 company-owned stations had different levels of service. Spokeswoman Jane Diver said some people preferred to serve themselves.

Consumer Institute chief executive David Russell said forecourt service had gradually declined but that was similar to other industries.

"Your grocer used to measure out flour for you while passing the time away. Now you get it off the shelf, and at some places you even pack it."

He said consumers would have to vote with their cars and go to the station that provided the level of service they wanted.