The "Client Communication Day" promotion has been running for 10 years. Its goal is direct communication with clients and the transformation of services and offerings based on their wishes and needs. In addition, the promotion helps unite the BRSM team, where every employee and work area is important. "We communicate with clients, learn their wishes. What needs to be implemented, what they would like to see in our supermarkets. Thanks to this, we receive very valuable feedback for us. That's why we say we are different. We listen to clients and hear everyone," says Alexander Melnichuk, Director of Strategic Marketing at BRSM.
BRSM's Chief Operating Officer Vasyl Bikus added that compliance with best global practices and direct communication with clients stimulate the company's growth and help make strategic decisions: "This project allows us to immerse ourselves in the epicenter of the daily working atmosphere, to understand and feel our clients."
For example, in response to client requests, BRSM launched a new format for Ukraine of supermarkets with gas stations — "Good market". These are 13 market complexes in a "3 in 1" format, which include more than 5 thousand product items. Prices and assortment are like in a convenience store: dairy products, meat, vegetables, fruits, household chemicals, pet products, etc. "BRSM employees at all levels focus on operational efficiency and excellent knowledge of products — both fuel and goods offered here. Quality and timeliness are the main components of the network's reputation. To make the client's time as productive as possible, we combined a supermarket, a cafe, and a gas station in one location," says Vasyl Bikus.
BRSM-Nafta has been operating in Ukraine since 1992 and has 210 gas stations across the country. Every day, over 200 thousand motorists use the network's services. In June 2021, the Consumer Union of Ukraine, with the involvement of international companies, researched the network's fuel. Samples of diesel fuel and A-95 gasoline were taken by SGS — a world leader in inspection services. According to the conclusion of the laboratory "Inspectorate Ukraine" — the Ukrainian division of Bureau Veritas, a member of the International Federation of Independent Inspection Agencies (IFIA) — BRSM fuel meets all international quality standards.
