Galp Adelino Amaro da Costa, Cascais, Portugal

Entry profile | Roadside Convenience | ‘The Best Foodvenience Store in the World’ 2024

Galp Adelino Amaro da Costa, located in Cascais, Portugal, just west of Lisbon, is a prime urban and commuting site at the entrance of the A5 highway (Lisboa-Cascais) and the junction with the national route N9.

Through strategic partnerships with industry leaders like MC SONAE, Galp has invested significantly in elevating the culinary landscape through food service sector, ensuring that every customer’s desires are met with precision and passion.

Managed by a team of 17 people operating 24 hours a day, the station facilitates around 1,000 client interactions daily, making it a vital part of the urban ecosystem.

Company and Brand Overview

With a history of over 150 years supplying energy, Galp is dedicated to improving lives through reliable, clean, and innovative energy solutions. Present in ten countries, Galp’s diverse business encompasses upstream, industrial and midstream sectors, renewables & new businesses and commercial. In the commercial sector, the company operates nearly  1.257 service stations in the Iberian Peninsula, 697 in Portugal and 560 in Spain. Galp aims to expand its impact by establishing more than 10,000 charging points on the Iberian Peninsula by 2025.

Galp’s journey is one of transformation, visionary growth, and a relentless commitment to evolving with the needs of its customers. In 1958, Galp has evolved from a traditional fuel provider into a pioneering leader in convenience and food services within the mobility sector. This journey reflects a shift from a car-centric focus to a deep commitment to meeting the needs of each customer.

  • In 1995, the Galp brand emerged, introducing additional services like car wash and lubricants, expanding beyond just fuel to become a provider of a comprehensive range of mobility solutions. The diversification continued in 2002 with the launch of M24, which brought supermarket offerings, tobacco, and coffee services to the stations. The evolution continued in 2008 with the introduction of Tangerina, where a focus on snacking, tobacco with a new Cafeteria & Bakery offer set a new standard for service, transforming conventional stations into destinations of choice.
  • In 2021, Galp reimagined the customer experience with the C-Store concept—a seamless blend of cafeteria, bakery, and relaxation spaces. This is more than a service; it’s a vision of the future.

The non-fuel business, encompassing Convenience, Car Wash, and Space Rentals, has become a cornerstone of Galp’s success. Last year alone, these offerings contributed nearly €80 million, representing over 25% of the total retail contribution.

This growth of 140% between 2019 and 2023 underscores Galp’s leadership in convenience and food services, end 2023 with 391 stores transformed in Iberia. This year, we are adding another 124 to the transformation, meaning that this transformation will be visible in 55% of our Iberian network by the end of 2024, each one a step closer to the future. In addition, it manages seven premium restaurants in Spain and Portugal with exclusive recipes and table service.

Looking ahead, Galp envisions a Hub concept that transcends traditional service by integrating mobility, energy, and lifestyle into a single, seamless experience.

By 2030, Galp aspires to offer a “one-stop shop” where customers can fulfill all their needs while on the move. This vision is not just about convenience; it’s about creating spaces that inspire, energize, and drive the future of mobility, ensuring that every journey is as fulfilling as the destination while solidifying Galp’s profitability and leadership in the mobility sector.

Store Photos

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Store and Offer Overview

At the heart of Galp’s vision is a dedication to crafting unparalleled customer experiences through a commitment to quality, innovation, and convenience, particularly in the food service sector.

Through strategic partnerships with industry leaders like MC SONAE, Galp has invested significantly in elevating the culinary landscape through food service sector, ensuring that every customer’s desires are met with precision and passion.

By anticipating trends and adapting to evolving tastes, Galp provides a diverse range of brands and offerings that transform its locations into premier destinations for food and convenience.

Galp’s offerings align with two core customer purchase missions:

  • Immediate Consumption Mission: Addressing daily needs, Galp offers a diverse selection of light meals, cafeteria items, pastries, and snacks perfect for those on the move. Whether during a commute or a work break, Galp provides quick, satisfying solutions for immediate consumption.
  • Indulgence Mission: For moments of leisure, Galp presents a range of indulgent options, including gourmet snacks, delectable pastries, cakes, premium alcoholic beverages, and refreshing ice cream. Galp ensures that customers can savor moments of delight anytime they wish.

Galp’s dual focus on meeting practical needs and indulgent desires is evident in its carefully curated food and beverage selection, designed to cater to a diverse spectrum of tastes and preferences. Galp’s menu harmoniously blends tradition and flavor, whether you’re seeking a quick, satisfying bite or a moment of indulgence.

In the latest meal offerings, renowned Executive Chef Juan brings his culinary expertise to this project, creating an extraordinary menu that delights and inspires every costumer. For breakfast, the menu features a choice between a savory ham or cheese sandwich, toasts or croissants paired with the rich taste of café Sical and a refreshing glass of freshly squeezed orange juice or a creamy Galpuccino, offering a delightful start to the day.

  • For snacks, Galp introduces exclusive Empadas with a variety of fillings, including meat and mushrooms, vegetables and quinoa, and codfish. Each Empada provides a taste of Portuguese comfort food, perfect for a midday treat.
  • Light meals include a selection of comforting soups, wraps, and salads, with a recent addition of a delightful summer bagels with burrata cheese and salmon that offers a fresh twist.
  • For those seeking a sweet indulgence, the menu features a range of irresistible cookies and the ever-popular Pastel de Nata. These treats are designed to perfectly satisfy any sweet craving.

These offerings, crafted under Chef Juan’s expertise, highlight Galp’s commitment to quality and regional adaptation. They ensure that Galp remains a premier destination for exceptional food and convenience, catering to the diverse tastes of its Portuguese customers with a touch of culinary excellence.

Layout and Retail Environment

Galp’s Retail Convenience Network is strategically divided into four distinct clusters, each tailored to different customer needs and locations. The Urban/Residential cluster (21%) serves local neighborhoods, offering a convenient stop for daily essentials.

The Commuting cluster is the largest at 53%, designed for the fast-paced urban commuter, providing quick access to fuel and refreshments. Along major routes, the Highway cluster (24%) caters to travelers with a range of services, making long journeys more comfortable. Lastly, the Rural/Local cluster (2%) focuses on serving smaller communities with essential services.

At Galp, every stop is more than just a pause; it’s an opportunity to recharge, refuel, and rediscover the joy of the journey. Far beyond a traditional service station, Galp is committed to creating an exceptional customer experience, transforming traditional service stations into spaces that seamlessly blend convenience, comfort, and modern design.

To truly serve its diverse customer base, each store is thoughtfully designed to be a welcoming environment where customers can enjoy a range of curated services. To cater to its diverse customer base, Galp has innovatively reimagined its convenience stores, offering a variety of concepts and tailored experiences that address every individual’s needs and desires.

On the other hand, Galp’s C-Stores are designed to meet a wide range of customer needs through varied store formats. The layout typically features a well-organized front section for promotional and high-demand items, central aisles for categorized products, and a refrigerated area for fresh and chilled items. The checkout area is strategically positioned on the left side of the store, adjacent to the cafeteria, encouraging customers to explore additional food and beverage options before finalizing their transactions, increasing average basket size and overall customer satisfaction.

The design of Galp’s C-Stores emphasizes a welcoming and functional environment, featuring modern aesthetics, clean lines, and clear signage. Sensory elements such as ambient music and well-maintained lighting further enhance the shopping experience. Seating options vary by store format, from ample and comfortable areas in HUB stores to minimal seating in some stores. Galp integrates both human and digital interactions through digital kiosks and mobile apps, ensuring a comprehensive and satisfying customer journey.

We want any customer entering a HUB to be able to access an integrated service offering. Refuel or charge their vehicle, enjoy premium cafeteria and restaurant services or immediate consumption services -with a quick cafeteria purchase point-, delivery service -pick up an online order-, access cash through the cashback system, and recycle plastic, pet containers, and cans. Or access to free WIFI, which makes our spaces the perfect place to solve a work emergency or to manage any personal matter on a trip.

Adelino Amaro da Costa store

At Adelino Amaro da Costa store, Galp embarked on an innovative study, partnering with a specialized firm to meticulously analyze the flow of foot traffic within the store, counting with 200 square meters and 25 comfortable seats.

  • This sophisticated research aimed to uncover the nuanced patterns of customer movement, ultimately guiding the design of a thoughtfully curated store layout.
  • By pinpointing the “hot zones“—those coveted areas that draw the most attention and activity—Galp has masterfully positioned its products to create a seamless shopping experience.
  • This strategic approach not only enhances the aesthetic appeal but also optimizes convenience, ensuring that every visit is both delightful and efficient.

Customer Experience

At Galp, the commitment to exceptional customer experience extends far beyond the in-store environment. Based on a consumer behavior survey from December 2023, our customers consistently share glowing feedback about our store, often highlighting our exceptional customer service and the unique, curated selection of products that they can’t find anywhere else.

They appreciate the welcoming atmosphere and the personalized attention they receive from our staff, which makes every visit special. Galp excels in creating a memorable shopping experience by going above and beyond to ensure that every customer feels valued and cared for.

This dedication to service, coupled with our carefully chosen product range, is why many customers choose to bypass our competitors and visit our store every time. They know that with us, they’ll not only find what they’re looking for but also enjoy an experience that exceeds their expectations.

While Galp´s stores offer modern, practical spaces and pleasant service, the journey doesn’t end there.

To make convenience and excellence accessible at the touch of a button, Galp has launched two key initiatives.

  • Through a strategic partnership with Uber Eats, customers can enjoy extended-hour delivery of products from the stores, ensuring that Galp’s offerings are always within reach.
  • Additionally, the Click & Collect option allows those with limited time to effortlessly order and pick up their favorite items.

Another clear sign of this commitment to digitalization is that Galp was the first energy operator to have a fully autonomous convenience store in Europe. In May 2022, the first store was inaugurated in Lisbon.

But the experience continues: The Mundo Galp app initiative represent Galp’s forward-thinking, customer-focused strategy, combining human and digital interactions throughout the customer journey.

With over 2 million users, the Mundo Galp app revolutionizes Galp’s engagement with customers, offering seamless digital experiences putting convenience right at their fingertips, offering a suite of capabilities designed to transform customer interactions, including personalized promotions both in mobility and in the rest of the products and services offered by Galp, partnerships with partner brands and exclusive discounts managed in real-time through Mundo Galp loyalty program.

Operational Excellence

Galp is dedicated to fostering a culture of belonging and personal satisfaction among its employees, guided by the “One Team, One Galp” motto that informs every project, action, and task.

At the core of Galp’s mission are its people—both employees and customers.

  • With over 3.000 dedicated employees, the company fosters a culture of collaboration and growth, investing in team development to ensure exceptional service.
  • This people-centric approach is crucial to Galp’s ability to innovate and meet customer needs.

To attract and retain top talent, Galp has developed a comprehensive policy aimed at building highly motivated teams that work tirelessly to enhance the quality of service provided each day. To maintain this level of motivation:

  • Galp implements monthly recognition initiatives supported by an incentive program that rewards service excellence while improving operational efficiency and customer interactions.
  • A key example of this is the “Annual Excellence Gala,” where the Manager and Operator of the Year are celebrated in front of the entire company.

Galp’s commitment to excellence also extends to continuous training, delivered by an internal team of eight certified trainers with decades of hands-on operational experience.

Among these trainers, two specialize in food service—one in Portugal and one in Spain—ensuring the highest standards of food quality and service are met consistently.

  • Training is offered in various formats, including face-to-face sessions at the point of sale or in training centers, online, and through customized e-learning courses designed by the training team to match the specific demands of daily service and store infrastructure.
  • The two advanced training centers, located in Portugal and Spain, replicate store environments to provide standardized training of the highest quality while allowing for necessary adaptations to individual store conditions.

Galp is committed to implementing the best service practices regardless of the market. This involves a continuous pursuit of the most effective and efficient working methods available and the standardization of procedures across all tasks performed by employees. To ensure compliance with these standards, Galp conducts a series of mystery shopping visits and audits to assess procedural compliance, legal adherence, and conformity with its Quality Management System (ISO 9001). Special attention is given to quarterly specialized food quality audits conducted by an external auditor.

Customer satisfaction is central to Galp’s philosophy, which is why an NPS (Net Promoter Score) program has been established. This program focuses on capturing direct feedback from customers, who are asked daily to evaluate their experience and suggest improvements. This feedback, along with insights from mystery shopping and audits, drives Galp’s continuous improvement cycle, helping align its practices with the best market standards and the evolving needs of customers.

The “Ecosystem of Excellence” at Galp is supported annually by more than 9,600 analyses from external providers and nearly 250,000 pieces of direct customer feedback. Reflecting this commitment, the convenience store customer journey achieved an impressive Iberian NPS of 92 points in the first half of 2024, meaning 92% of customers are promoters of Galp’s quality, spaces, flavors, and aromas. This high level of customer satisfaction underscores Galp’s unwavering focus on excellence at every touchpoint.

Overall Performance

Galp Adelino Amaro da Costa, Galp Concept & Operation (PT)

  • Gross Profit Contribution of Foodservice as a percentage of retail/site sales: 7%

  • Year-on-year sales % growth for the store: 45%

  • Year-on-year sales % growth for cafeteria: 183%

  • Average daily transaction count foodservice: 570

‘The Best Foodvenience Store in the World’ 2024