Titan Cloud has released its 2025 Downstream Fuel Report in partnership with the National Association of Convenience Stores (NACS) Research. The in-depth survey explored the roles and responsibilities of leaders in the convenience and fuel industry, garnering input from an expansive cross-section of enterprise-level operators and smaller retailers.
Their feedback combined to uncover predominant trends and dynamics that will serve as key drivers of future growth in 2025 and beyond.
From responses gathered, Titan Cloud highlighted five main priorities that seem to be shaping the strategic direction of organizations in the fuel management industry. To download the full report, including participant responses and in-depth data analysis, click here.
Enhancing the Customer Fueling Experience
Across the board, organizations in the fuel management industry seem to be aligning their strategies to enhance the customer experience as a competitive differentiator. A large portion of the survey respondents acknowledged that delivering a seamless customer experience is a challenge, with 26.9% naming it as their top priority going forward.
This aligns with additional industry insights naming the 360-degree customer experience as a trend that will continue to evolve this year. From the moment a customer arrives at their site, retail operators are increasingly aiming to welcome them with extras like fresh produce, bites made to order and food samples served by a staff concierge.
Customer service is a top priority on the forecourt, too. When asked about what fuel-related challenges are impacting their organization’s bottom line the most, a significant number of those surveyed cited inefficient fuel asset management as their biggest concern. Not surprising, given that costly maintenance issues and poorly managed infrastructure can lead to equipment downtime, runouts, slow flow and fuel gauge inaccuracy — all of which negatively impact customer experience.
“Slow flow is a particularly prevalent pump frustration, and we know flow rate decreases over time without proper filter maintenance,” said Titan Cloud Senior Solutions Consultant Brent Puzak. “Real-time monitoring provides data to identify precisely when the flow rate starts to drop off. It gives you the visibility to know which filters are trending down and what exactly to tell your tech if you bring one out. All of this resolves the problem faster, keeping flow rate optimal for customers.”
While the data shows customers and fueling to be a high priority, it also reveals what it will take to achieve that goal. Implementing automated fuel supply chain technology to optimise assets and operations will provide the smooth, positive experience customers want, leading to brand loyalty, higher in-store purchases and an opportunity for differentiation in a competitive market.
Increasing Profitability and Market Share
Following closely behind customer fueling experience, increasing profitability and market share stood out as a high priority respondents, 25.8% of whom named it their top concern.
Specific goals to address it, however, varied across the group. A solid majority of retailers (58% of mid-market and 67.4% of enterprise) said they plan to drive moderate growth through cost control and operational efficiencies, while 63.3% of enterprise retailers see robust growth potential through innovation.
Noticeably fewer midmarket retailers — 45.7%, highlighted innovation as a strategic goal, demonstrating a differing outlook for increased profitability as compared to their enterprise counterparts. This represents a tremendous opportunity for the smaller organizations to shift from a position of vulnerability to instead build upon their inherent agility. Enterprise level technology is within reach; midmarket operators who make the investment will ultimately join their larger counterparts in leveraging cost efficiency and customer-driven strategies.
Headwinds from rising operational costs and market volatility are making profitability tougher for fuel operators across the industry. But with careful planning and investment in operational resilience, companies of all sizes are better positioned to balance short-term cost controls with long-term investments in innovation, securing sustainable profitability.
Full report Titan Cloud Releases 2025 Downstream Fuel Industry Report - CStore Decisions
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