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s-oil

Performance Review

Key Sustainability Management Performances

S-OIL is committed to creating stakeholder value through sustainable growth, contributing to the happiness of mankind as well as the development of society and economy. To this end, we dedicate not only to promoting bold innovation in entire business areas for enhancing our quality competitiveness and brand value but also to practicing shared growth with business partners and local communities based on the management philosophy centered on co-prosperity, fulfilling our responsibility as a corporate citizen

National Customer Satisfaction Index by Korea Productivity Center

(Unit : points)

National Customer Satisfaction Index by Korea Productivity Center : Classification, 2016, 2017, 2018, 2019 Table.
Classification 2016 2017 2018 2019
S-OIL 74 75 76 74
Domestic Market Share

(Unit : stations)

Domestic Market Share : Classification, 2016, 2017, 2018, 2019 Table.
Classification 2016 2017 2018 2019
No. of nationwide service stations 11,923 11,836 11,600 11,503
No. of S-OIL service stations 2,124 (17.8%) 2,166 (18.3%) 2,148 (18.5%) 2,156 (18.7%)
Market share for retail light oil product 21.8% 22.2% 22.6% 23.7%

Based on service stations in business. (estimated by S-OIL)

VOC Handling Performance

(Unit : cases)

VOC Handling Performance : Classification, 2016, 2017, 2018, 2019 Table.
Classification 2016 2017 2018 2019
Total 387,624 462,336 371,052 392,423
Call counseling 271,212 281,148 203,388 228,719
ARS Self counseling 116,412 159,084 143,604 139,548
SNS 1:1 chat counseling - 22,104 24,060 24,156
Complaint VOC Handling Performance

(Unit : cases)

Complaint VOC Handling Performance : Classification, 2015, 2016, 2016 table.
Classification 2016 2017 2018 2019
Total 2,974 3,579 4,520 3,421
Bonus card & associated card 1,289 1,472 1,876 1,623
Promotion & gift card 450 519 1,022 613
Service, transportation, etc. 991 1,386 1,333 1,036
Quality 244 202 289 149
Time Spent on VOC Handling

(Unit : business days)

Time Spent on VOC Handling : Classification, 2016, 2017, 2018, 2019 Table.
Classification 2016 2017 2018 2019
Inquiry VOC 0.7 0.7 0.8 0.6
Complaint VOC 2.4 2.6 2.5 1.5
Rate of VOCs closed within designated window 100% 100% 100% 100%

Designated window : 2 business days for inquiries, 5 business days for complaints

Violation of Laws related to Product/service Information & Labeling

(Unit : cases)

Violation of Laws related to Product/service Information & Labeling : Classification, 2016, 2017, 2018, 2019 table.
Classification 2016 2017 2018 2019
No. of violations 0 0 0 0
Environmental Quality Evaluation on Automotive Fuels

(Unit : ★)

Environmental Quality Evaluation on Automotive Fuel : Classification, 2016, 2017, 2018, 2019 Table.
Classification 2016 2017 2018 2019
1H 2H 1H 2H 1H 2H 1H 2H
Gasoline ★5 ★5 ★5 ★5 ★5 ★5 ★5 ★5
Diesel ★5 ★5 ★5 ★5 ★5 ★5 ★5 ★5

The Ministry of Environment has been evaluating ratings of vehicle fuels every 6 months since 2006 by taking gasoline and diesel samples from terminals and service stations of each refinery which are located in the metropolitan area and commissioning the Korea Institute of Petroleum Management for test (the highest rating ★5)

Inspection on Product Quality and Facilities of Service Stations & LPG Filling Stations

(Unit : times)

Inspection on Product Quality and Facilities of Service Stations & LPG Filling Stations : Classification, 2016, 2017, 2018, 2019 Table.
Classification 2016 2017 2018 2019
Quality inspection 14,461 13,817 14,300 12,833
Facility inspection 2,088 2,140 1,450 1,597
Abnormal Product Detection Rate

(Unit : %)

Abnormal Product Detection Rate : Classification, 2016, 2017, 2018, 2019 Table.
Classification 2016 2017 2018 2019
S-OIL 1.5 1.6 1.6 1.2
Average of domestic refiners 1.8 1.9 2.3 1.5
Trustworthy Service Stations

(Unit : stations)

Trustworthy Service Stations : Classification, 2016, 2017, 2018, 2019 Table.
Classification 2016 2017 2018 2019
No. of Trustworthy Service Stations 1,552 (73.1%) 1,765 (81.5%) 1,829 (85.1%) 1,898 (88.0%)
Violation of Laws related to Health & Safety Impacts of Product/service

(Unit : cases)

Violation of Laws related to Health & Safety Impacts of Product/service : Classification, 2016, 2017, 2018, 2019 table.
Classification 2016 2017 2018 2019
No. of violations 0 0 0 0
Top of Mind Awareness in TV Advertising

(Unit : %)

Top of Mind Awareness in TV Advertising : Classification, 2016, 2017, 2018, 2019 Table.
Classification 2016 2017 2018 2019
S-OIL 60.3 60.0 55.9 62.6
Average of domestic competitors 6.1 6.3 8.3 5.1

Based on tracking check result of advertising impact by professional research institutions.

Violation of Laws related to Marketing Communication

(Unit : cases)

Violation of Laws related to Marketing Communication : Classification, 2016, 2017, 2018, 2019 Table.
Classification 2016 2017 2018 2019
No. of violations 0 0 0 0
Fair Trade Training

(Unit : times, persons)

Fair Trade Training : Classification, 2016, 2017, 2018, 2019 Table.
Classification 2016 2017 2018 2019
No. of trainings 7 10 10 5
No. of participants 203 393 329 264
Violation of Fair Trade Law

(Unit : cases)

Violation of Fair Trade Law : Classification, 2016, 2017, 2018, 2019 Table.
Classification 2016 2017 2018 2019
No. of violations 0 0 0 0
Violation of Laws related to Customers' Personal Information

(Unit : cases)

Violation of Laws related to Customers' Personal Information : Classification, 2016, 2017, 2018, 2019 Table.
Classification 2016 2017 2018 2019
No. of violations 0 0 0 0
Sales Performance

(Unit : KRW in million)

Sales Performance : Classification, 2016, 2017, 2018, 2019 Table.
Classification 2016 2017 2018 2019
Total Domestic 7,084,276
(43.4%)
8,866,880
(42.4%)
10,470,542
(41.1%)
10,804,483
(44.3%)
Export 9,237,567
(56.6%)
12,024,494
(57.6%)
14,992,753
(58.9%)
13,589,497
(55.7%)
Total 16,321,843 20,891,374 25,463,295 24,393,980
Fuel products Domestic 5,931,772 7,658,762 8,876,167 8,936,175
Export 6,532,451 8,753,580 11,250,310 10,072,340
Sub-total 12,464,223 16,412,342 20,126,477 19,008,515
Lube products Domestic 264,450 303,644 297,206 274,018
Export 1,049,213 1,311,262 1,338,160 1,242,028
Sub-total 1,313,663 1,614,906 1,635,366 1,516,046
Petrochemical products Domestic 888,054 904,474 1,297,169 1,594,290
Export 1,655,903 1,959,652 2,404,283 2,275,129
Sub-total 2,543,957 2,864,126 3,701,452 3,869,419
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