Marketing
CNPC's marketing activities are mainly focused on crude oil and petroleum products, basic petrochemicals, derivative chemicals and other chemicals.
Taking advantage of a well-organized marketing network for refined products and a centralized marketing system for chemicals, CNPC has established an enhanced and efficiently operated marketing network nationwide with retail outlets and service stations set up across the country to providing services to more than 11 million customers on a daily basis.
Given the diversity of competitors and supply channels and inspired by the business philosophy of "Premium Service for People", we are committed to providing quality products and premium services to our customers through a conversion of growth model for CNPC's marketing teams.
CNPC's refined products sales volume and market share have been increasing steadily in recent years. In 2019 we sold 119.59 million tons of refined products.
As the marketing structure has continuously improved, our brand value and market recognition have also grown. According to the brand ranking and analysis report of the 2019 China Customer Satisfaction Index (C-CSI) released by brand rating and consulting institute Chnbrand, CNPC ranked the first, in terms of comprehensive score, for the third consecutive year since 2017, based on customer loyalty, overall satisfaction, and factor satisfaction. Customer satisfaction rate for follow-up calls of CNPC service hotline 95504 hasreached 97.1%.
Service Stations
To optimize the layout of marketing network, we deploy service stations at lucrative areas, such as city downtown, areas along highways and tourist destinations. By the end of 2019, we had totally 22,365 service stations operating in China.
With more extensive and improved functions, the stations provide diversified services to satisfy customers' needs. Convenience stores are available at 95% of these stations. As the Internet big data and cloud computing technologies evolve rapidly, we are pushing ahead with the Service Station 3.0 initiative which is aimed at creating the "People +Car + Lifestyle" ecosystem based on the concept of "Servicestation + Internet + N".
Non-fuel Service
In CNPC, the synergy of the integrated marketing model comprising retail, fuel cards and non-fuel business has emerged. In 2008, we launched the uSmile brand for the integrated operation and management of our convenience shops. Using the smile design shows our service philosophy and quality in the sales business.
Non-fuel products is an important profit growth point among our marketing business. Taking advantages of the retail network, we realize integrated marketing at service stations by upgrading our convenience stores and carefully selecting of commodities. We push forward the development of our self-produced commodities and, in particular, strengthen the promotion of the Kunlun Star commodity family. Vehicle services are offered at service stations, either by ourselves or our JVs, or by renters. Overall profitability has been improved by utilizing the resources of non-fuel suppliers through joint marketing and brand integration.
Rapid oil change service
We have established outlets in Beijing, Daqing, Lanzhou, Dalian, and Chongqing. All these outlets provide emergency assistance in a short range of 3-5 kilometers.
International Trade
Supported by our three overseas operation hubs in Singapore, London and New York and distribution networks, we conduct trading in crude oil, refined products, natural gas, and petrochemicals, as well as international carbon trading, sales of our overseas equity oil and transactions in oil and refined products futures in over 80 countries around the world. PetroChina International Co., LTD a subsidiary of CNPC, is responsible for CNPC's international trading activities.
PetroChina International deals with international trade in crude oil and about 100 kinds of refined and chemical products to and from over 80 countries and regions by way of commission agency, self-support import/export, transit and consigned processing for export. During its operations, PetroChina International has carried out successfully international transit business in crude, gasoline and fuel oil, as well as other businesses such as imported materials processing, oil products exchange, insurance agency and hedging services. Overseas wholesale of refined oil is carried out by means of tank rental and blending. PetroChina International also trades gasoline in Platts Assessment Window and actively makes overseas investments by acquiring and merging oil depots and filling stations.
In 2019, we reported trading volume of 540 million tons, worth USD 240.7 billion, up 12.5% and 1.8% year-on-year respectively, with sales revenue above RMB 1 trillion.