GITNUXREPORT 2025

Customer Experience In The Petroleum Industry Statistics

Petroleum industry invests in digital and personalized experiences to boost loyalty.

Jannik Linder

Co-Founder of Gitnux, specialized in content and tech since 2016.

First published: April 29, 2025

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Statistic 1

78% of petroleum customers prioritize quick response times when dealing with service issues

Statistic 2

54% of petroleum industry customers use mobile apps for refueling and payments

Statistic 3

72% of customers expect real-time updates on fuel prices and availability

Statistic 4

82% of petroleum companies invest in digital customer experience improvements

Statistic 5

68% of petroleum retail customers prefer self-service options at fuel stations

Statistic 6

55% of fuel station customers prioritize clean facilities as a key factor in their satisfaction

Statistic 7

61% of petroleum consumers would be willing to pay extra for sustainable and eco-friendly fuel options

Statistic 8

80% of petroleum companies have integrated customer feedback systems into their operations

Statistic 9

56% of customers prefer pre-paid fuel options to avoid payment delays

Statistic 10

59% of customers are influenced by online reviews when choosing a fuel station

Statistic 11

70% of petroleum consumers want contactless and mobile payment options at pumps

Statistic 12

48% of customers want more transparency about fuel quality and additives

Statistic 13

69% of fuel station customers consider the availability of amenities (like convenience stores and restrooms) as important

Statistic 14

64% of petroleum companies report that digital engagement efforts improved customer satisfaction scores

Statistic 15

77% of consumers prefer stations that offer environmentally friendly fuels

Statistic 16

62% of organizations in the petroleum industry believe that digital tools are essential for improving CX

Statistic 17

71% of customers expect quick and efficient checkout processes when refueling

Statistic 18

83% of petroleum companies find that integrating IoT solutions enhances customer interaction and experience

Statistic 19

53% of consumers want their fuel station experience to be personalized based on their preferences and history

Statistic 20

74% of customers cite transparency in pricing as critical to their trust in a fuel brand

Statistic 21

49% of users prefer to receive personalized offers via SMS or app notifications when near a fuel station

Statistic 22

55% of consumers want fuel stations to adopt more sustainable operations, which influences their customer loyalty

Statistic 23

61% of fuel station customers say that being able to pay via smartphone apps increases their satisfaction

Statistic 24

52% of drivers prefer stations that provide real-time information about fuel price fluctuations

Statistic 25

67% of customers cite convenience store offerings alongside fuel services as a positive factor in their station choice

Statistic 26

75% of petroleum companies are experimenting with AI-driven chatbots to enhance customer service

Statistic 27

80% of customers want transparent and detailed billing, especially for premium fuels or additives

Statistic 28

57% of petroleum consumers show increased loyalty when given eco-friendly fuel options

Statistic 29

63% of fuel customers would like to see more digital signage at stations for promotions and information

Statistic 30

49% of consumers prefer to skip interaction with staff through automated systems, favoring self-service options

Statistic 31

69% of fuel stations report that online presence and digital marketing campaigns attract new customers

Statistic 32

73% of customers are more likely to visit a station that offers modern digital payment options

Statistic 33

72% of fuel station customers value quick, seamless checkout experiences over other aspects of service

Statistic 34

70% of oil companies plan to invest heavily in digital transformation to improve CX by 2025

Statistic 35

65% of petroleum retail managers plan to increase investment in CX technology over the next two years

Statistic 36

73% of customers say loyalty programs significantly influence their choice of fuel station

Statistic 37

67% of petroleum marketers believe personalized rewards improve customer retention

Statistic 38

60% of paid-for memberships at fuel stations include perks that enhance customer experience, such as free washes or discounts

Statistic 39

58% of consumers have reported that loyalty reward redemption is faster with mobile apps

Statistic 40

49% of customers have experienced delays at fuel stations due to unavailability of pumps

Statistic 41

66% of petrol consumers value safety measures implemented at fuel stations, like contactless payments and social distancing

Statistic 42

65% of fuel station customers would switch to a competitor due to poor customer service

Statistic 43

47% of customers cite friendly and knowledgeable staff as key to their fuel station loyalty

Statistic 44

43% of fuel station customers report dissatisfaction with waiting times during peak hours

Statistic 45

50% of customers have switched fuel brands or stations due to poor customer service experiences

Statistic 46

58% of customers are willing to recommend their fuel station if they have a memorable customer experience

Statistic 47

44% of fuel station customers experience frustration with inconsistent service quality across different stations of the same brand

Statistic 48

69% of survey respondents agree that digital feedback kiosks improve overall customer experiences at fuel stations

Statistic 49

58% of customers have stopped patronizing a station due to negative experiences with staff or facilities

Statistic 50

44% of customers report difficulty using loyalty apps due to poorly designed interfaces

Statistic 51

42% of customers have experienced frustration due to inconsistent pump maintenance, leading to negative CX experiences

Statistic 52

54% of customers believe that improved station cleanliness directly correlates with better customer experience

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Key Highlights

78% of petroleum customers prioritize quick response times when dealing with service issues
65% of fuel station customers would switch to a competitor due to poor customer service
54% of petroleum industry customers use mobile apps for refueling and payments
72% of customers expect real-time updates on fuel prices and availability
47% of customers cite friendly and knowledgeable staff as key to their fuel station loyalty
82% of petroleum companies invest in digital customer experience improvements
68% of petroleum retail customers prefer self-service options at fuel stations
49% of customers have experienced delays at fuel stations due to unavailability of pumps
55% of fuel station customers prioritize clean facilities as a key factor in their satisfaction
61% of petroleum consumers would be willing to pay extra for sustainable and eco-friendly fuel options
73% of customers say loyalty programs significantly influence their choice of fuel station
80% of petroleum companies have integrated customer feedback systems into their operations
56% of customers prefer pre-paid fuel options to avoid payment delays

In an industry where first impressions are often made at the pump, recent statistics reveal that 78% of petroleum customers demand quick response times, 72% expect real-time updates, and 80% favor digital payment options, making excellent customer experience more crucial than ever for fuel stations to stay competitive.

Customer Preferences and Expectations

78% of petroleum customers prioritize quick response times when dealing with service issues
54% of petroleum industry customers use mobile apps for refueling and payments
72% of customers expect real-time updates on fuel prices and availability
82% of petroleum companies invest in digital customer experience improvements
68% of petroleum retail customers prefer self-service options at fuel stations
55% of fuel station customers prioritize clean facilities as a key factor in their satisfaction
61% of petroleum consumers would be willing to pay extra for sustainable and eco-friendly fuel options
80% of petroleum companies have integrated customer feedback systems into their operations
56% of customers prefer pre-paid fuel options to avoid payment delays
59% of customers are influenced by online reviews when choosing a fuel station
70% of petroleum consumers want contactless and mobile payment options at pumps
48% of customers want more transparency about fuel quality and additives
69% of fuel station customers consider the availability of amenities (like convenience stores and restrooms) as important
64% of petroleum companies report that digital engagement efforts improved customer satisfaction scores
77% of consumers prefer stations that offer environmentally friendly fuels
62% of organizations in the petroleum industry believe that digital tools are essential for improving CX
71% of customers expect quick and efficient checkout processes when refueling
83% of petroleum companies find that integrating IoT solutions enhances customer interaction and experience
53% of consumers want their fuel station experience to be personalized based on their preferences and history
74% of customers cite transparency in pricing as critical to their trust in a fuel brand
49% of users prefer to receive personalized offers via SMS or app notifications when near a fuel station
55% of consumers want fuel stations to adopt more sustainable operations, which influences their customer loyalty
61% of fuel station customers say that being able to pay via smartphone apps increases their satisfaction
52% of drivers prefer stations that provide real-time information about fuel price fluctuations
67% of customers cite convenience store offerings alongside fuel services as a positive factor in their station choice
75% of petroleum companies are experimenting with AI-driven chatbots to enhance customer service
80% of customers want transparent and detailed billing, especially for premium fuels or additives
57% of petroleum consumers show increased loyalty when given eco-friendly fuel options
63% of fuel customers would like to see more digital signage at stations for promotions and information
49% of consumers prefer to skip interaction with staff through automated systems, favoring self-service options
69% of fuel stations report that online presence and digital marketing campaigns attract new customers
73% of customers are more likely to visit a station that offers modern digital payment options
72% of fuel station customers value quick, seamless checkout experiences over other aspects of service

Customer Preferences and Expectations Interpretation

In an industry transitioning to digital fast-lanes and eco-friendly lanes alike, petroleum consumers demand not just speed and transparency but personalized, contactless experiences—making it clear that the fuel no longer just powers cars but also fuels their expectations for seamless, sustainable service.

Digital Transformation and Integration

70% of oil companies plan to invest heavily in digital transformation to improve CX by 2025
65% of petroleum retail managers plan to increase investment in CX technology over the next two years

Digital Transformation and Integration Interpretation

With nearly 70% of oil companies ramping up digital investments and 65% of retail managers planning further CX tech boosts by 2025, the petroleum industry is clearly fueling its future with a turbocharged focus on customer experience—because in today’s market, even oil companies know you need more than just barrels to keep customers flowing.

Loyalty Programs and Customer Retention

73% of customers say loyalty programs significantly influence their choice of fuel station
67% of petroleum marketers believe personalized rewards improve customer retention
60% of paid-for memberships at fuel stations include perks that enhance customer experience, such as free washes or discounts
58% of consumers have reported that loyalty reward redemption is faster with mobile apps

Loyalty Programs and Customer Retention Interpretation

With over 70% of customers citing loyalty programs as key to their choice of fuel station, and nearly 60% enjoying quicker reward redemptions via mobile apps, the petroleum industry is clearly fueling its future with personalized perks, fast-track rewards, and a turbocharged focus on customer retention.

Operational Improvements and Safety

49% of customers have experienced delays at fuel stations due to unavailability of pumps
66% of petrol consumers value safety measures implemented at fuel stations, like contactless payments and social distancing

Operational Improvements and Safety Interpretation

Nearly half of fuel station customers face delays due to pump unavailability, while two-thirds prioritize safety features like contactless payments, highlighting the urgent need for stations to balance operational efficiency with consumer safety.

Service Quality and Customer Experience

65% of fuel station customers would switch to a competitor due to poor customer service
47% of customers cite friendly and knowledgeable staff as key to their fuel station loyalty
43% of fuel station customers report dissatisfaction with waiting times during peak hours
50% of customers have switched fuel brands or stations due to poor customer service experiences
58% of customers are willing to recommend their fuel station if they have a memorable customer experience
44% of fuel station customers experience frustration with inconsistent service quality across different stations of the same brand
69% of survey respondents agree that digital feedback kiosks improve overall customer experiences at fuel stations
58% of customers have stopped patronizing a station due to negative experiences with staff or facilities
44% of customers report difficulty using loyalty apps due to poorly designed interfaces
42% of customers have experienced frustration due to inconsistent pump maintenance, leading to negative CX experiences
54% of customers believe that improved station cleanliness directly correlates with better customer experience

Service Quality and Customer Experience Interpretation

In the high-octane world of fuel retail, customer loyalty is increasingly driven by friendly faces and spotless facilities, yet frustration from inconsistent service, long waits, and clunky apps threaten to put every station into the slow lane; digital feedback kiosks and memorable moments now fuel the race for customer retention—so, in essence, mastering customer experience is the true fuel for moving ahead.