- Insights
How AVIA Picoty monitors and improves the performance of its service stations
- Reading time: 7 min
- January 6, 2025
The AVIA Picoty group
Picoty is a French family business founded in 1922. An importer, stockholder and distributor of petroleum products, Picoty joined the AVIA brand in 1950. With 300 service stations and around twenty subsidiaries, the group covers the entire west of France. Committed to the energy transition, the company develops electric, gas, wood, solar and hydrogen mobility solutions. Picoty has 1,300 employees and a turnover of €2.3 billion (2023), with 50% of its investments dedicated to the transition.
Mystery visits to evaluate service stations
AVIA Picoty used Roamler’s Mystery Shopping solution to identify best practices and areas for improvement at its service stations in France.
Roamler’s mystery shopperrs visited the various service stations in order to assess the following areas: the outside areas, the toilets, the shop, the various restaurant offers (on site or takeaway), the coffee offers (classic and premium vending machines, Nespresso corners).
Each visit enabled us to analyse the performance of the stations according to four key pillars:
- Reception
- Infrastructure maintenance
- Cleanliness of areas
- Product availability
The results
Following the evaluation of the mystery shoppers, an overall score is assigned to each strategic pillar in order to measure the performance of the 23 stations. Here is an overview of the results of the summer wave:
This data has not only confirmed the strengths of the highway network, but has also enabled us to identify stations requiring specific improvement measures. This information is an essential lever for supporting operators in the continuous improvement of their quality of service.
Discover the testimonial of Alexandre Despres
Alexandre Despres
Highway Sales Representative at AVIA Picoty
We have collected a lot of interesting data on the cleanliness of the areas, the availability of products, the welcome given to customers by the staff at the stations, all depending on the time of year, when activity can be very different – very intense during the school holidays and quieter the rest of the time. This makes it possible to compare and monitor service quality throughout the year.
"The information gathered by mystery shoppers enables us to establish action plans and improve our performance"
The results of each wave are discussed with all our operators. This allows us to question ourselves in the event of problems or to continue to maintain our performance if the score is at its highest. In any case, the most important thing is to ensure that an area for improvement does not recur from one wave to the next. This allows us to adjust our actions to achieve excellence.
Roamler is a very good, efficient partner that provides good follow-up. The feedback at the end of each wave is particularly appreciated. Last but not least, the people we work with are highly qualified, great listeners who know how to adapt quickly to any changes.
Would you like to send mystery shoppers to your points of sale?
Our mystery shoppers are available to analyse your brand’s performance at the point of sale and help you achieve excellence.
