A local service stations network

With a network of some 500 service stations, including 26 on motorways, Total Belgium is the market leader in fuel retail. Total in Belgium distributes some 1.25 million m3 of fuel every year, i.e. the equivalent of over 40 million full tanks. The network’s dynamism transpires in its ongoing desire to improve customer service with ever more welcoming facilities. This commitment is reflected in customer service training for service station managers, an active policy of promotional and advertising campaigns, and an attractive loyalty scheme.

Excellium. Cleaner and more cost-effective Total was the first oil company to launch, in April 2005, a new generation of fuels, at the cutting edge of technological innovation. The new Excellium fuels indeed significantly reduce consumption and polluting exhaust emissions, as well as the noise levels of diesel engines, whilst also preventing sensitive engine parts from fouling. The result of over two years’ research in the Group’s R&D centres, these new fuels provide an answer to technological advances in motorcars, the economic constraints of consumers, and ever greater environmental concerns. In November 2006, Total’s innovation once again broke new ground when the Company became the first to introduce biodiesel on the Belgian market in most of its service stations.

Quality stars in motorway service stations. In 2005, the Flemish Minister of Public Works joined forces with the oil companies to draw up a system of quality marks for motorway service stations in Flanders, awarded on the basis of surveys of consumer expectations in terms of cleanliness, safety, reception, information, signage, etc. Twelve months into the project, the scheme was further enhanced with the award of quality stars. From the 37 service stations serving Flanders’ motorway network, 17 were awarded one or more stars. Total was particularly proud to be the only oil company to receive three stars for one of its service stations, and to receive 72% of all star awards. This recognition confirms the leading ranking obtained by the Company in 2005.