Dover Fueling Solutions has released the second edition of its Future of Fueling Report, which delves into emerging customer trends to explore where the fuel and convenience industries are headed.
In this new iteration, the study explores how elevated experiences are influencing consumer behaviour and ways retailers can adapt to win over customer loyalty from competitors. Media has also proved to have a key role in making customers go from pump to convenience store, especially for a younger demographic.
"In the ever-evolving landscape of fueling and convenience retail, competition continues to grow. Understanding consumer expectations and preferences has become critical to a retailer's success," said Kendra Keller, Vice President and General Manager, North America at Dover Fueling Solutions. "We developed the second annual Future of Fueling Report to uncover the experiences consumers desire, ensuring that we can best support DFS customers with innovative technology, products and solutions that will help them win over new and frequentcustomers."
Self-service technology has also appeared as a strong differentiator for retailers. The survey showed that more than 40% of consumers are likely to use self-ordering technology for their c-store purchases. In addition, security remained at the top of features most valued by customers in relation to the protection of customers’ payment data.
“With 50% of consumers likely to switch gas stations, delivering exceptional customer experiences is key in retaining and growing your market share, and the Future of Fueling Report has unveiled promising insights into how this can be actioned,” commented Scott Negley, Senior Director, Product Management at Dover Fueling Solutions. “By combining crucial services with emerging trends like self-service, advanced payments and tailored pump experiences, retailers can provide the reliable, quick and convenient experiences today's consumers desire.”
When asked about future innovations at the forecourt, consumers don’t have in mind big technology overhauls or innovations. Instead, they are more akin to simple improvements on their current experiences such as automation, smart pumps to ease refueling and more convenience.
Click below to access the full report.
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