LPG & ENERGY RETAIL

LPG Consumer Service Experience & Delivery Reliability Satisfaction Survey

Understand how residential and commercial LPG consumers evaluate cylinder availability, compare distributor responsiveness, and navigate delivery reliability, so you can sharpen retention strategy, fix distributor channel gaps, and benchmark service positioning.

Pan-India sample
LPG consumers (Household & Commercial Users)
15-20 min
Talk to a Survey Consultant
Delivery friction & drop-offsIdentify where consumers abandon bookings, escalate complaints, or switch distributors.
Reliability drivers & trade-offsBenchmark delivery turnaround expectations, refill frequency patterns, and service dealbreakers.
TRUSTED BY LEADING BRANDS
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CONTEXT & RELEVANCE

Why run this survey now

Most LPG distributors don't lose household or commercial customers purely on cylinder availability. They lose them due to unpredictable delivery windows, unresponsive booking channels, distributor staff conduct, refill weight disputes, and safety handling gaps, none of which fully show up in complaint registers or delivery dispatch logs.

If you are...

  • LPG distributor or franchise operator

  • OMC channel performance head

  • Retail network planning lead

  • Customer retention or CX head

  • Regulatory compliance or safety officer

You're likely facing...

  • Delivery slot reliability vs demand spikes

  • Booking channel drop-offs: app vs call

  • Refill weight disputes: trust erosion

  • Distributor conduct: perception vs policy

  • Churn risk: piped gas vs LPG

This will help answer...

  • Top delivery reliability failure points

  • Booking channel friction by segment

  • Household vs commercial satisfaction gap

  • Refill pricing and weight tolerance

  • Switching triggers to alternate fuels

RESEARCH THEMES

What This Survey Investigates

Eight interconnected research themes that map the complete LPG consumer journey from cylinder booking to post-delivery resolution.

TENETS 01

Booking & Access

  • Booking channel preference, frequency
  • IVR, app, distributor walk-in
TENETS 02

Delivery Reliability

  • On-time delivery rate, slot adherence
  • Missed delivery, rescheduling frequency
TENETS 03

Delivery Staff Experience

  • Delivery personnel conduct, ID verification
  • Safety briefing, cylinder handling quality
TENETS 04

Pricing & Billing

  • Cylinder price transparency, subsidy clarity
  • Overcharging incidents, receipt issuance
TENETS 05

Complaint & Resolution

  • Grievance channel awareness, usage rate
  • Resolution turnaround, escalation behaviour
TENETS 06

Safety & Compliance

  • Regulator safety norms, consumer awareness
  • Cylinder weight check, seal integrity
TENETS 07

Distributor Trust

  • Distributor responsiveness, consistency rating
  • Switching intent, loyalty drivers
TENETS 08

Alternate Fuel Consideration

  • PNG connection interest, PNG availability
  • Induction, electric cooking adoption triggers
Request a scope validation call

SAMPLING STRATEGY

Tell us about your ideal sample

Help us understand your target respondent profile. Select what applies, we'll design the optimal sample plan based on your inputs.

Sample size
How many respondents do you need?
Not Selected
Target audience
Who should we survey?
Not Selected
Region
Which regions should we cover?
Not Selected
Segments
How should we slice the data?
Not Selected
Discuss sample plan

METHODOLOGY

Survey approach

For the LPG Consumer Service Experience & Delivery Reliability Satisfaction Survey, we recommend a quant-first design with flexible data-collection modes to balance reach, depth, and verification.

PRIMARY
Online web surveySelf-administered survey shared via email / panels to capture structured responses at scale.
Best for
1
Measuring delivery reliability scores by distributor zone.
2
Ranking service touchpoints by satisfaction impact.
3
Comparing domestic vs commercial cylinder user segments.
Deliverables
Satisfaction score matrix
Delivery reliability index
Segment comparison report
OPTIONAL
CATI (phone survey)Interviewer-led telephone interviews to reach owners who are harder to get online.
Best for
1
Rural LPG consumers with low digital access.
2
Quick coverage across dispersed distributor territories.
Deliverables
Rural segment data
Territory-level diagnostics
SELECTIVE
Face-to-faceOn-ground surveys or interviews in key industrial clusters or high-value cohorts.
Best for
1
High-volume commercial LPG users needing in-depth verification.
2
Distributor touchpoint mapping in dense urban clusters.
Deliverables
Cluster-level insights
Touchpoint journey maps
OPTIONAL
FGDs
Deliverables
Verbatim themes
Messaging concepts
OPTIONAL
Mixed surveysAny 4-mode combo Online + CATI + F2F + FGDs to maximise reach and representation. Mode-specific quotas and weighting for clean comparisons.
Deliverables
Unified dataset
Mode-adjusted analytics
Our Recommendation
Start with: Online web survey as the core quant layer, supported by CATI to capture rural and low-digital LPG consumers across dispersed distributor zones.
Consider adding: Face-to-face interviews for high-volume commercial cylinder users and a focused FGD layer to pressure-test service recovery messaging with dissatisfied domestic consumers.
Confirm approach
Request timeline

EXECUTION PROCESS

How we execute

A proven 9-step process from scoping to delivery, designed to ensure quality, speed, and actionable insights.

Define the decision frame

Confirm objectives, target cohorts, geographies, and reporting cuts

Step 01

Define the decision frame

Design the instrument

Build workstream modules mapped to outputs (drivers, friction, pricing, retention, trust)

Step 02

Design the instrument

Lock the questionnaire

Review wording, sequencing, LOI, and competitive context; approve final version

Step 03

Lock the questionnaire

Pilot and calibrate

Test comprehension and ease quality; refine quotas and remove friction where needed

Step 04

Pilot and calibrate

Run fieldwork

Execute collection with active quota management and feasibility controls

Step 05

Run fieldwork

Assure quality

Dedupe, attention checks, speed/consistency rules, removals with audit trail

Step 06

Assure quality

Prepare the dataset

Clean data and deliver codebook/variable definitions

Step 07

Prepare the dataset

Analyse and synthesise

Driver ranking, leakage diagnostics, pricing bands, segment insights

Step 08

Analyse and synthesise

Deliver and align

Executive deck (optional dashboard) and leadership readout with recommendations

Step 09

Deliver and align

COMMERCIAL TERMS

Request a Commercial Proposal

Pricing depends on cohort, geography, sample size, approach, LOI, and deliverables. Configure below for an indicative estimate.

Select Sample Size

100

Geography

  • India
  • APAC (Singapore, Vietnam, Philippines, Indonesia, Australia, NZ, Japan, Thailand)
  • Middle East (UAE, KSA, Qatar, Bahrain, Oman, Kuwait)
  • North America (US, Canada)
  • Europe
  • Africa (South Africa, Kenya, Nigeria, Egypt, Algeria)
  • LATAM (Brazil, Mexico)

Select Mode of Survey

  • Online
  • CATI
  • Online FGD (5 people per FGD)
  • F2F

Length of the Interview

  • Select
  • 0-15
  • 16-20
  • 21-30
  • 31-45
  • 46-60
  • Custom
Indicative Estimate
  • Indian Rupee (INR)
  • United Arab Emirates Dirham (AED)
  • Afghan Afghani (AFN)
  • Albanian Lek (ALL)
  • Armenian Dram (AMD)
  • Netherlands Antillean Guilder (ANG)
  • Angolan Kwanza (AOA)
  • Argentine Peso (ARS)
  • Australian Dollar (AUD)
  • Aruban Florin (AWG)
  • Azerbaijani Manat (AZN)
  • Bosnia-Herzegovina Convertible Mark (BAM)
  • Barbadian Dollar (BBD)
  • Bangladeshi Taka (BDT)
  • Bulgarian Lev (BGN)
  • Bahraini Dinar (BHD)
  • Burundian Franc (BIF)
  • Bermudian Dollar (BMD)
  • Brunei Dollar (BND)
  • Bolivian Boliviano (BOB)
  • Brazilian Real (BRL)
  • Bahamian Dollar (BSD)
  • Bhutanese Ngultrum (BTN)
  • Botswana Pula (BWP)
  • Belarusian Ruble (BYN)
  • Belize Dollar (BZD)
  • Canadian Dollar (CAD)
  • Congolese Franc (CDF)
  • Swiss Franc (CHF)
  • Chilean Peso (CLP)
  • Chinese Yuan (CNY)
  • Colombian Peso (COP)
  • Costa Rican Colón (CRC)
  • Cuban Peso (CUP)
  • Cape Verdean Escudo (CVE)
  • Czech Koruna (CZK)
  • Djiboutian Franc (DJF)
  • Danish Krone (DKK)
  • Dominican Peso (DOP)
  • Algerian Dinar (DZD)
  • Egyptian Pound (EGP)
  • Eritrean Nakfa (ERN)
  • Ethiopian Birr (ETB)
  • Euro (EUR)
  • Fijian Dollar (FJD)
  • Falkland Islands Pound (FKP)
  • British Pound (GBP)
  • Georgian Lari (GEL)
  • Ghanaian Cedi (GHS)
  • Gibraltar Pound (GIP)
  • Gambian Dalasi (GMD)
  • Guinean Franc (GNF)
  • Guatemalan Quetzal (GTQ)
  • Guyanese Dollar (GYD)
  • Hong Kong Dollar (HKD)
  • Honduran Lempira (HNL)
  • Croatian Kuna (HRK)
  • Haitian Gourde (HTG)
  • Hungarian Forint (HUF)
  • Indonesian Rupiah (IDR)
  • Israeli New Shekel (ILS)
  • Iraqi Dinar (IQD)
  • Iranian Rial (IRR)
  • Icelandic Króna (ISK)
  • Jamaican Dollar (JMD)
  • Jordanian Dinar (JOD)
  • Japanese Yen (JPY)
  • Kenyan Shilling (KES)
  • Kyrgyzstani Som (KGS)
  • Cambodian Riel (KHR)
  • Comorian Franc (KMF)
  • South Korean Won (KRW)
  • Kuwaiti Dinar (KWD)
  • Cayman Islands Dollar (KYD)
  • Kazakhstani Tenge (KZT)
  • Lao Kip (LAK)
  • Lebanese Pound (LBP)
  • Sri Lankan Rupee (LKR)
  • Liberian Dollar (LRD)
  • Lesotho Loti (LSL)
  • Libyan Dinar (LYD)
  • Moroccan Dirham (MAD)
  • Moldovan Leu (MDL)
  • Malagasy Ariary (MGA)
  • Macedonian Denar (MKD)
  • Burmese Kyat (MMK)
  • Mongolian Tögrög (MNT)
  • Macanese Pataca (MOP)
  • Mauritian Rupee (MUR)
  • Maldivian Rufiyaa (MVR)
  • Malawian Kwacha (MWK)
  • Mexican Peso (MXN)
  • Malaysian Ringgit (MYR)
  • Mozambican Metical (MZN)
  • Namibian Dollar (NAD)
  • Nigerian Naira (NGN)
  • Nicaraguan Córdoba (NIO)
  • Norwegian Krone (NOK)
  • Nepalese Rupee (NPR)
  • New Zealand Dollar (NZD)
  • Omani Rial (OMR)
  • Panamanian Balboa (PAB)
  • Peruvian Sol (PEN)
  • Papua New Guinean Kina (PGK)
  • Philippine Peso (PHP)
  • Pakistani Rupee (PKR)
  • Polish Złoty (PLN)
  • Paraguayan Guaraní (PYG)
  • Qatari Riyal (QAR)
  • Romanian Leu (RON)
  • Serbian Dinar (RSD)
  • Russian Ruble (RUB)
  • Rwandan Franc (RWF)
  • Saudi Riyal (SAR)
  • Solomon Islands Dollar (SBD)
  • Seychellois Rupee (SCR)
  • Sudanese Pound (SDG)
  • Swedish Krona (SEK)
  • Singapore Dollar (SGD)
  • Saint Helena Pound (SHP)
  • Sierra Leonean Leone (SLL)
  • Somali Shilling (SOS)
  • Surinamese Dollar (SRD)
  • São Tomé and Príncipe Dobra (STD)
  • Syrian Pound (SYP)
  • Swazi Lilangeni (SZL)
  • Thai Baht (THB)
  • Tajikistani Somoni (TJS)
  • Turkmenistani Manat (TMT)
  • Tunisian Dinar (TND)
  • Tongan Paʻanga (TOP)
  • Turkish Lira (TRY)
  • Trinidad and Tobago Dollar (TTD)
  • New Taiwan Dollar (TWD)
  • Tanzanian Shilling (TZS)
  • Ukrainian Hryvnia (UAH)
  • Ugandan Shilling (UGX)
  • United States Dollar (USD)
  • Uruguayan Peso (UYU)
  • Uzbekistani Som (UZS)
  • Vietnamese Đồng (VND)
  • Vanuatu Vatu (VUV)
  • Samoan Tālā (WST)
  • Central African CFA Franc (XAF)
  • East Caribbean Dollar (XCD)
  • West African CFA franc (XOF)
  • CFP Franc (XPF)
  • Yemeni Rial (YER)
  • South African Rand (ZAR)
  • Zambian Kwacha (ZMW)
  • Zimbabwean Dollar (ZWL)

$0.00

+ applicable taxes

Proposal turnaround typically 24–48 hours

Note: Estimate is indicative only. Final pricing is subject to scope finalization after discovery call.

REFERENCE CASELETS

Reference

Real-world examples of survey work in the piped and bottled gas distribution space.

CASELET 1

LPG cylinder booking channel preference & friction mapping (India)

CASELET 2

Cooking fuel switching intent & messaging territories among small commercial users (North India)

LPG cylinder booking channel preference & friction mapping (India)

OBJECTIVE

A distributor network needed to isolate why urban household subscribers and semi-urban refill customers abandoned digital booking channels mid-journey and reverted to walk-in or phone-based refill requests.

WHAT WE DID

Ran a structured quant survey across 600 respondents in 6 cities, capturing channel switching triggers , booking attempt frequency , wait-time tolerance thresholds , and last-mile delivery confirmation behaviour by household income band.

DELIVERED

A channel friction map by subscriber segment, a ranked drop-off trigger list at each booking stage, and a set of channel preference corridors segmented by city tier and household size.
Talk to Survey Consultant
CASELET 1

LPG cylinder booking channel preference & friction mapping (India)

CASELET 2

Cooking fuel switching intent & messaging territories among small commercial users (North India)

LPG cylinder booking channel preference & friction mapping (India)

OBJECTIVE

A distributor network needed to isolate why urban household subscribers and semi-urban refill customers abandoned digital booking channels mid-journey and reverted to walk-in or phone-based refill requests.

WHAT WE DID

Ran a structured quant survey across 600 respondents in 6 cities, capturing channel switching triggers , booking attempt frequency , wait-time tolerance thresholds , and last-mile delivery confirmation behaviour by household income band.

DELIVERED

A channel friction map by subscriber segment, a ranked drop-off trigger list at each booking stage, and a set of channel preference corridors segmented by city tier and household size.

FREQUENTLY ASKED QUESTIONS

Common Questions

Answers to frequently asked questions about this survey mandate.

What decisions will this survey enable?

Who is the buyer vs who are the respondents?

Can we see differences between domestic households, small commercial establishments and bulk industrial consumers?

How will you measure delivery reliability preference beyond simple ratings?

Will the survey map the full cylinder booking and delivery journey and drop-offs?

Can this survey inform product and pricing strategy?

How will findings improve our distributor performance and retention strategy?

Still have questions?

Schedule a discovery call to discuss your specific needs and get a custom quote.

Book a Discovery Call