Table of Contents
CHAPTER 1 EXECUTIVE SUMMARY 3
- This case profiles investigates which security services are valued by different fleet segments
and advises on which of these services should be offered3
- Trends3
- Recommendations for card providers3
- Protection against fraud is a key requirement of a fuel card for customers, second only to high
network acceptance4
- The more innovative security services largely involve the implementation of technical features
and card limits/restrictions/parameters5
- Security is the area where most fuel card product innovation has occurred5
CHAPTER 2 INTRODUCTION 13
- This case profile assesses the demand for advanced fuel card security services and outlines how
providers have responded to it13
- This case profile comprises four further sections14
- Customer context14
- Implementation study14
- Seizing the innovation14
- Recommendations14
- This case profile focuses on a number of fuel card security services/features, for which
definitions can be found in the Appendix15
- Fuel card security services15
- Innovative fuel card security services15
- Fuel card security relevant services15
- This report is aimed at those needing a greater insight into customer requirements in the area
of fuel card security features16
- Strategists16
- Product development teams16
- Marketing and service managers16
CHAPTER 3 CUSTOMER CONTEXT 17
- Customer context17
- Protection against fraud is a key requirement of a fuel card for customers, second only to high
network acceptance18
- Following comprehensive network coverage, enhanced security is the core feature fleet managers
across Western Europe expect from their fuel card provider19
- Protection from employee fraud is almost as much as a concern to fleet managers as theft from an
external party20
- Analysis of the relationship between security features and fleet size reveals that exception
reporting and vehicle analysis become more important the larger the fleet size21
- The value of security relevant management tools is most pronounced among larger fleets22
- Fraud is rated as the most significant factor preventing non-users of fuel cards from converting
to this form of payment23
CHAPTER 4 IMPLEMENTATION STUDY 24
- Implementation study24
- The more innovative security services largely involve the implementation of technical features
and card limits / restrictions / parameters25
- There is a high variance in the importance of more innovative security services by segment, but
instant card stopping is highly valued by all26
- Large fleets value internet based security measures more than smaller fleets, partly because
they are more informed of features such as online authorisation27
- Regional differences in the value placed on security features are less pronounced28
- Customers are generally satisfied with online implementation of all innovative security
services29
- There are significant differences, by country, in how a transaction outside of the predefined
limits should be handled30
CHAPTER 5 SEIZING THE INNOVATION 31
- Seizing the innovation31
- Security is the area where most fuel card product innovation has occurred32
- Technical security features such as velocity checking and online authorisation are now very much
the norm33
- More innovative transaction parameters are slowly being added to the more established fuel value
and product limits34
- Shells card has the greatest number of security features35
- Repsol is the only major provider which allows fuel card users to specify the days on which the
card can be used36
- Customers are not always aware of the security features offered by their card37
- Arval compares poorly to the other suppliers in an analysis of instant online card stopping by
provider38
- Repsol and Arval are the suppliers with a weak penetration of PIN services into their customer
bases39
- UK suppliers lag behind in the implementation of chip and PIN40
- The number of services offered has some bearing on fleet manager ratings of their provider in
terms of the level of security their fuel card offers41
CHAPTER 6 RECOMMENDATIONS 42
- There are four key recommendations for fuel card providers hoping to alleviate their customers
security fears42
CHAPTER 7 APPENDIX 43
- Glossary of terms43
- Research methodology45
- Datamonitor European Fleet Managers Research, 200445
- Related research46
- SPP writing team46
List of Tables
- Table 1: Number of security services by provider33
- Table 2: Number of security limiting features by provider34
List of Figures
- Figure 1: Card PIN codes are the third most important fuel card feature19
- Figure 2: PIN codes are demanded by fleet managers irrespective of fleet size21
- Figure 3: A fear of fraud can dissuade non-users from subscribing to this form of payment23
- Figure 4: The three services in the upper right quadrant are highly valued by particular market
segments26
- Figure 5: There is a positive correlation between fleet size and the importance of instant
online card stopping and online authorisation27
- Figure 6: Southern European fleet managers value innovative security features the most28
- Figure 7: The preferred method of implementation is online, although indifference is apparent,
the smaller the fleet size29
- Figure 8: The majority of fleet managers in Southern European want transactions made outside of
limits to be refused30
- Figure 9: Number of security services by provider35
- Figure 10: Number of limiting features by provider36
- Figure 11: Based on customers understanding of what features their cards have, instant online
card stopping and velocity checking are the only two services with 60%+ penetration37
- Figure 12: 46.2% of Arval respondents have instant online card stopping as a service38
- Figure 13: 5.4% of Arval respondents said they have a PIN code for their card when the supplier
does not yet offer it39
- Figure 14: Those providers which offer 7 or more services score in excess of 3.75 out of 5 for
the level of security against external theft41
- Figure 15: European Fleet Managers Research, 2004 - Survey sample45
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