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ESG Performance

Key ESG 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.

Customer Satisfaction Survey

(Unit : points)

Customer Satisfaction Survey : Classification, 2018, 2019, 2020, 2021 Table.
Classification 2018 2019 2020 2021
S-OIL 65.4 66.8 67.6 68.2
Average of domestic competitors 61.8 64.1 64.9 66.1

Korea Net Promoter Score conducted by the Korea Management Association Consulting

Domestic Market Share

(Unit : stations)

Domestic Market Share : Classification, 2018, 2019, 2020, 2021 Table.
Classification 2018 2019 2020 2021
No. of nationwide service stations 11,600 11,503 11,425 11,186
No. of S-OIL service stations 2,148 (18.5%) 2,156 (18.7%) 2,165 (18.9%) 2,150 (19.2%)
Market share for retail light oil product 22.6% 23.7% 26.0% 26.5%

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

Violation of Laws related to Product/service Information & Labeling

(Unit : cases)

Violation of Laws related to Product/service Information & Labeling : Classification, 2018, 2019, 2020, 2021 Table.
Classification 2018 2019 2020 2021
No. of violations 0 0 0 0
Environmental Quality Evaluation on Automotive Fuels

(Unit : ★)

Environmental Quality Evaluation on Automotive Fuel : Classification, 2018, 2019, 2020, 2021 Table.
Classification 2018 2019 2020 2021
1H 2H 1H 2H 1H 2H 1H 2H
Gasoline ★5 ★5 ★5 ★5 ★5 ★5 ★4 ★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. From 2020, the evaluation expanded nationwide due to the Special Act on Air Environment Improvement in the Air Management Areas. (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, 2018, 2019, 2020, 2021 Table.
Classification 2018 2019 2020 2021
Quality inspection 14,300 12,833 9,283 8,604
Facility inspection 1,450 1,597 2,044 1,881
Abnormal Product Detection Rate

(Unit : %)

Abnormal Product Detection Rate : Classification, 2018, 2019, 2020, 2021 Table.
Classification 2018 2019 2020 2021
S-OIL 1.6 1.2 1.1 0.7
Average of domestic refiners 2.3 1.5 1.2 1.2
Trustworthy Service Stations

(Unit : stations)

Trustworthy Service Stations : Classification, 2018, 2019, 2020, 2021 Table.
Classification 2018 2019 2020 2021
No. of Trustworthy Service Stations 1,829 (85.1%) 1,898 (88.0%) 1,909 (88.2%) 1,890 (87.9%)
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, 2018, 2019, 2020, 2021 Table.
Classification 2018 2019 2020 2021
No. of violations 0 0 0 0
VOC Handling Performance

(Unit : cases)

VOC Handling Performance : Classification, 2018, 2019, 2020, 2021 Table.
Classification 2018 2019 2020 2021
Total 371,052 392,423 865,856 923,603
Call counseling 203,388 228,719 165,919 170,398
ARS Self counseling 143,604 139,548 56,092 37,660
1:1 chat counseling 24,060 24,156 38,193 61,309
Chatbot counseling - - 605,652 654,236
Complaint VOC Handling Performance

(Unit : cases)

Complaint VOC Handling Performance : Classification, 2015, 2016, 2016 table.
Classification 2018 2019 2020 2021
Total 4,520 3,421 3,193 3,001
Bonus card & associated card 1,876 1,623 1,385 1,241
Promotion & gift card 1,022 613 248 306
Service, transportation, etc. 1,333 1,036 1,399 1,368
Quality 289 149 161 86
Time Spent on VOC Handling

(Unit : business days)

Time Spent on VOC Handling : Classification, 2018, 2019, 2020, 2021 Table.
Classification 2018 2019 2020 2021
Inquiry VOC 0.8 0.6 0.7 0.6
Complaint VOC 2.5 1.5 1.9 2.9
Rate of VOCs closed within designated window 100% 100% 100% 100%

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

Top of Mind Awareness in TV Advertising

(Unit : %)

Top of Mind Awareness in TV Advertising : Classification, 2018, 2019, 2020, 2021 Table.
Classification 2018 2019 2020 2021
S-OIL 55.9 62.6 - 61.5
Average of domestic competitors 8.3 5.1 - 4.1

Based on tracking check result of advertising impact by EMBRAIN which is a professional research institutions.

There was no TV advertising in 2020.

Violation of Laws related to Marketing Communication

(Unit : cases)

Violation of Laws related to Marketing Communication : Classification, 2018, 2019, 2020, 2021 Table.
Classification 2018 2019 2020 2021
No. of violations 0 0 0 0
Fair Trade Training

(Unit : times, persons)

Fair Trade Training : Classification, 2018, 2019, 2020, 2021 Table.
Classification 2018 2019 2020 2021
No. of trainings 10 5 1 2
No. of participants 329 264 414 516
Review_stitle_0210

(Unit : cases)

Review_stitle_0210 : Classification, 2018, 2019, 2020, 2021 Table.
Classification 2018 2019 2020 2021
No. of anti-competitive behaviors 0 0 0 0
Violation of Laws related to Customers' Personal Information

(Unit : cases)

Violation of Laws related to Customers' Personal Information : Classification, 2018, 2019, 2020, 2021 Table.
Classification 2018 2019 2020 2021
No. of violations 0 0 0 0
Sales Performance

(Unit : KRW in million)

Sales Performance : Classification, 2018, 2019, 2020, 2021 Table.
Classification 2018 2019 2020 2021
Total Domestic 10,470,542
(41.1%)		 10,804,483
(44.3%)		 7,667,555
(45.8%)		 12,379,125
(45.5%)
Export 14,992,753
(58.9%)		 13,589,497
(55.7%)		 9,067,949
(54.2%)		 14,824,714
(54.5%)
Total 25,463,295 24,393,980 16,735,504 27,203,839
Fuel products Domestic 8,876,167 8,936,175 6,355,088 9,979,639
Export 11,250,310 10,072,340 6,279,904 10,211,131
Sub-total 20,126,477 19,008,515 12,634,992 20,190,770
Lube products Domestic 297,206 274,018 235,925 515,937
Export 1,338,160 1,242,028 1,002,456 1,839,772
Sub-total 1,635,366 1,516,046 1,238,381 2,355,709
Petrochemical products Domestic 1,297,169 1,594,290 1,076,542 1,883,549
Export 2,404,283 2,275,129 1,785,589 2,773,811
Sub-total 3,701,452 3,869,419 2,862,131 4,657,360

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