New Delhi (Rajeev Sharma): Public-sector oil marketing companies are intensifying efforts to improve toilet hygiene at petrol pumps, with senior executives inspecting washroom facilities and QR-code feedback systems being used to gather customer responses.
The drive, part of the Ministry of Petroleum and Natural Gas’ Swachhata Abhiyan, aims to make clean and accessible washrooms a regular feature of fuel stations rather than a facility maintained only during special cleanliness campaigns.
Indian Oil Corporation Ltd (IndianOil) and Bharat Petroleum Corporation Ltd (BPCL) have stepped up inspections across their retail networks, bringing greater management attention to washroom maintenance and customer experience.
Senior executives conduct inspections
IndianOil Director (Marketing) Saumitra Priya Srivastava recently visited COCO BKC and 3 Star Fuel Station in Mumbai, where he highlighted the condition of the washrooms and the Darpan QR codes displayed for customer feedback.
“Small details make a big difference in building customer trust,” Srivastava said in a post on X accompanying photographs from the visits.
BPCL Director (Marketing) Subhankar Sen also inspected the DriveFresh washroom facilities and feedback arrangements at BP Shantipath in New Delhi. Promoting the initiative under the message “Be Fresh. Drive Fresh”, Sen emphasised the importance of maintaining hygienic facilities for motorists.
The inspections are also being carried out by IndianOil’s senior retail officials at outlets in cities including Kolkata, Indore, Jabalpur and Rewa. These visits involve checking housekeeping standards and speaking with customers about their experiences.
QR codes give travellers a direct feedback channel
A key feature of the initiative is the use of Darpan QR codes placed near washrooms. Customers can scan the codes to rate the facilities and report concerns, providing oil companies with direct feedback on cleanliness and maintenance.
The programme also includes dedicated cleaning personnel and sensor-based monitoring, according to officials. Together, these measures are intended to help retail outlets identify maintenance gaps and respond to complaints.
However, the effectiveness of the system will depend on how quickly feedback is reviewed and whether reported problems lead to corrective action. Regular inspections are intended to ensure that standards are maintained throughout the day, not merely when senior officials visit.
Clean washrooms become part of customer service
For people travelling long distances, access to a clean and usable toilet can significantly improve the experience of stopping at a fuel station. Washroom conditions can also influence how customers assess an outlet’s overall service standards.
The focus on hygiene places greater responsibility on station managers, attendants and cleaning staff, whose everyday work determines whether facilities remain usable for successive visitors.
Industry observers say the emphasis reflects changing expectations at fuel stations, where customers increasingly value convenience and basic amenities alongside fuel availability.
By combining management-level inspections with customer feedback and routine maintenance, IndianOil and BPCL are seeking to make washroom cleanliness an ongoing operational priority. The longer-term test will be whether these measures deliver consistently hygienic facilities across their retail networks.
