Kulevi Oil Terminal is customer-oriented and implements this attitude as follows:

Understanding customer requirements is done:

• at the enquiry stage
• at the planning stage
• at the execution stage

Satisfying customers’ requirements is done through the processes illustrated in the attached flow charts.

Judging its performance against customer-related indicators is done through the analysis of:

• Customer complaints
• Statistical records of achievements against customers’ expectations
• Letters of appreciation
• Feedback from regular meetings and customer technical audits