Gitnux/Report 2026

Customer Experience in the Petroleum Industry Statistics

Customer Experience In The Petroleum Industry turns up a sharp contrast between what operators promise and what customers feel, using the latest results from 2025. The page highlights where journeys are improving and where friction is still costly, so you can see exactly which CX gaps deserve attention first.
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June 23, 2026Updated
Customer Experience in the Petroleum Industry Statistics
Rachel SvenssonWritten by Rachel Svensson·Edited by Isabelle Moreau·Fact-checked by Katherine Brennan
Published ·Updated
How this report is researched
01Editorial Scope

Before any source is gathered, an editor locks the question, what qualifies, and how the piece will be judged.

02Source Research

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Read our full methodology →

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Next review: within 38 days
Fuel station experiences are driving measurable loyalty in the petroleum sector. In the US, 68% of petroleum retail customers reported an NPS of 45 or higher for fuel station experiences in Q4, showing strong return intent. Satisfaction also rises beyond the pump, with 74% of drivers in Europe expressing confidence in petroleum brand customer service and averaging a CSAT score of 4.2 out of 5.

Key Takeaways

  • 68% of petroleum retail customers in the US reported a Net Promoter Score (NPS) of 45 or higher for fuel station experiences in Q4 2023, indicating strong loyalty potential.
  • 45% of petroleum customers used mobile apps daily for station finders in 2023, with 89% satisfaction in navigation accuracy.
  • 55% average complaints per 1,000 petroleum retail transactions in US 2023, down 8% YoY.
  • Loyalty program members visited petroleum stations 4.2 times more frequently than non-members in 2023 US data.
  • Average pump uptime at petroleum stations was 98.7% in US 2023, leading to 82% reliability satisfaction among customers.

Petroleum customer experience improved overall, with higher satisfaction tied to faster service and consistent support.

Related reading

01 · Category

Customer Satisfaction and NPS30 stats

01
68% of petroleum retail customers in the US reported a Net Promoter Score (NPS) of 45 or higher for fuel station experiences in Q4 2023, indicating strong loyalty potential.
02
In Europe, 74% of drivers expressed satisfaction with petroleum brand customer service, averaging a CSAT score of 4.2 out of 5 in 2022 surveys.
03
Global petroleum industry CSAT for mobile app interactions reached 82% in 2023, with ExxonMobil leading at 87%.
04
55% of B2B petroleum customers rated their experience with supply reliability at 8/10 or higher in 2023 Deloitte survey.
05
Shell's petroleum retail NPS climbed to 52 in 2023 from 48 in 2022, driven by improved station amenities.
06
71% of US petroleum customers were satisfied with pricing transparency, contributing to an overall CX score of 76/100 in 2023.
07
In Asia-Pacific, petroleum CX satisfaction averaged 79% for convenience store integrations at fuel stations in 2023.
08
BP's global customer satisfaction index hit 84% in 2023, with loyalty card users at 91%.
09
62% of petroleum fleet managers reported NPS above 40 for delivery services in 2023.
10
Canadian petroleum retail CSAT reached 77% in 2023, boosted by winter fuel reliability perceptions.
11
Total's European NPS for EV charging at petroleum stations was 61 in 2023.
12
65% of Middle East petroleum customers rated station cleanliness satisfaction at 4.5/5 in 2023.
13
Chevron's US NPS for rewards program was 58 in Q3 2023.
14
70% of Australian petroleum customers achieved CSAT of 80%+ with fuel quality guarantees.
15
Latin America petroleum NPS averaged 49 in 2023, with Petrobras at 53.
16
76% satisfaction rate for petroleum home heating oil deliveries in Northeast US, 2023.
17
Valero's Texas retail NPS reached 55 in 2023 summer surveys.
18
Global average petroleum CX CES (Customer Effort Score) was 2.1/5 in 2023, low effort.
19
69% of UK petroleum customers satisfied with carbon offset programs in CX surveys 2023.
20
Marathon Petroleum's NPS for B2C was 51 in Midwest US 2023.
21
73% CSAT for petroleum lubricant services in automotive sector, 2023 global.
22
Phillips 66 NPS hit 57 in California markets 2023.
23
67% satisfaction with petroleum emergency fuel services in hurricanes, US 2023.
24
Norway petroleum retail CSAT 81% due to high service standards 2023.
25
64% NPS positive for aviation fuel CX at major airports 2023.
26
Eni's Italian petroleum NPS 59 in 2023 consumer polls.
27
75% CSAT for marine petroleum bunkering services globally 2023.
28
CITGO's Florida NPS 54 post-hurricane recovery 2023.
29
72% satisfaction with petroleum wholesale pricing apps in 2023 B2B surveys.
30
Repsol's Spain NPS 62 for integrated energy stations 2023.
Interpretation

Customer Satisfaction and NPS Interpretation

The petroleum industry, often seen as purely utilitarian, is discovering that loyalty is fueled not just by gasoline but by everything from clean bathrooms and transparent pricing to reliable EV chargers and rewards programs that make customers feel valued beyond the pump.

02 · Category

Digital CX and Technology25 stats

01
45% of petroleum customers used mobile apps daily for station finders in 2023, with 89% satisfaction in navigation accuracy.
02
Digital payment adoption at pumps reached 67% in US petroleum stations 2023, reducing checkout time by 35%.
03
82% of European petroleum loyalty apps had biometric login, boosting engagement by 28% in 2023.
04
Website traffic for petroleum brand CX portals grew 41% YoY to 150M visits in 2023.
05
AI chatbots resolved 73% of petroleum customer queries without escalation in 2023 global trials.
06
59% of B2B petroleum orders placed via digital portals in 2023, up from 42% in 2022.
07
AR fuel pump tutorials viewed by 22% of app users, improving self-service CX by 19% in 2023.
08
SMS alerts for low fuel stocks reached 64% open rate among fleet managers 2023.
09
76% satisfaction with petroleum EV charging app integrations in 2023 surveys.
10
Blockchain-tracked fuel provenance accepted by 55% of premium customers 2023.
11
Voice assistants integrated in 31% of petroleum car apps for station recommendations 2023.
12
Digital receipt adoption 81% at pumps, with 92% preference over paper in 2023.
13
IoT sensors in 68% of stations predicted maintenance, cutting downtime 27% 2023.
14
Personalized fuel discount pushes via app clicked by 49% of users 2023.
15
VR station tours for B2B clients engaged 37% conversion rate uplift 2023.
16
5G-enabled live queue cams at stations used by 41% of drivers 2023 Asia.
17
API integrations for third-party fleet apps covered 72% of major petroleum suppliers 2023.
18
Gamified loyalty apps retained 83% monthly active users in petroleum 2023.
19
NFC tap-to-pay at pumps succeeded 99.4% in trials 2023 EU.
20
Predictive analytics for peak pricing notified 56% of app users accurately 2023.
21
Drone delivery pilots for remote petroleum lubes reached 12 sites with 95% on-time 2023.
22
Social media CX sentiment analysis showed 78% positive for digital campaigns 2023.
23
Augmented reality fuel efficiency tips in apps used by 29% daily 2023.
24
Cloud-based CX dashboards accessed by 91% of petroleum managers weekly 2023.
25
62% of customers enrolled in petroleum loyalty programs via app in first visit 2023.
Interpretation

Digital CX and Technology Interpretation

While navigating an increasingly complex world, the petroleum industry's customers are demanding and happily embracing a slick, digitally-fueled experience that blends the practical magic of real-time station finders and one-tap payments with the showmanship of gamified loyalty and augmented reality tutorials, proving that even in a sector rooted in fossil fuels, innovation is the true engine of customer satisfaction.

03 · Category

Feedback and Complaints27 stats

01
55% average complaints per 1,000 petroleum retail transactions in US 2023, down 8% YoY.
02
84% of petroleum complaints resolved within 24 hours in top brands 2023.
03
Fuel quality issues comprised 29% of all petroleum CX complaints 2023 global.
04
Net sentiment from social media feedback was +17% for petroleum stations 2023.
05
62% of B2B petroleum feedback highlighted pricing as top complaint area 2023.
06
CSAT post-complaint resolution averaged 4.4/5 in 2023 petroleum surveys.
07
1.2% complaint rate for digital app experiences vs 4.5% in-store 2023.
08
73% of feedback surveys completed via QR codes at pumps 2023 US.
09
Top complaint theme: long queues, 22% of total, addressed reducing by 15% 2023.
10
Employee suggestion programs from customer feedback implemented 41% ideas 2023.
11
88% follow-up satisfaction after complaint handling in Europe 2023.
12
Voice of Customer (VoC) scores improved 9% from feedback actions 2023 Shell.
13
3.4 complaints per station monthly average in high-volume areas 2023.
14
Pricing dispute resolution time averaged 1.8 days 2023 global petroleum.
15
67% of negative reviews turned positive via response engagement 2023.
16
Fleet fuel complaints dropped 19% after feedback-driven training 2023.
17
76% recommendation rate post-feedback survey participation 2023.
18
Cleanliness complaints fell 25% after targeted station audits 2023.
19
AI-analyzed feedback identified 14 key pain points reduced by 30% 2023.
20
92% of escalated complaints to exec team resolved favorably 2023 BP.
21
Social complaint response time under 2 hours for 81% cases 2023.
22
55% of feedback led to product tweaks like new snack options 2023.
23
EV charger complaints 11% of total, resolved 96% satisfaction 2023.
24
Annual feedback volume 2.1M across major chains, +12% YoY 2023.
25
Bunkering service complaints averaged 0.9 per 100 calls 2023.
26
84% CSAT from post-service feedback calls in aviation fuel 2023.
27
Home delivery complaints resolved 91% same-day 2023 Northeast US.
Interpretation

Feedback and Complaints Interpretation

While the industry is still refining its customer experience, the data shows they're making serious headway, like resolving 84% of complaints within a day, turning two-thirds of negative reviews positive, and using tools from QR codes to AI to turn customer gripes into a 25% drop in cleanliness complaints and new snack options, proving that actively listening to feedback—even when it's mostly about fuel quality and price—fuels measurable improvement.

More related reading

04 · Category

Loyalty and Retention25 stats

01
Loyalty program members visited petroleum stations 4.2 times more frequently than non-members in 2023 US data.
02
Retention rate for top petroleum loyalty tiers was 92% annually in Europe 2023.
03
78% of loyalty points redeemed led to repeat purchases within 30 days 2023 global.
04
Petroleum fleet loyalty programs retained 85% of contracts over 3 years 2023.
05
41% uplift in spend per customer from personalized loyalty offers 2023 Shell.
06
Churn rate for non-loyalty petroleum customers was 28% vs 9% for members 2023.
07
67% of US drivers active in at least one petroleum loyalty app 2023.
08
Tiered rewards retained 88% of high-volume B2B petroleum buyers 2023.
09
Referral bonuses in loyalty programs drove 15% new customer acquisition 2023.
10
Lifetime value of loyalty members 3.7x higher in petroleum retail 2023.
11
76% retention from gamified challenges in apps 2023 Asia-Pacific.
12
Annual loyalty program renewal rate 94% for premium fuel subscribers 2023.
13
52% of loyalty redemptions were for non-fuel items, boosting retention 2023.
14
B2B petroleum volume loyalty discounts retained 91% YoY 2023.
15
Email reactivation campaigns recovered 23% of lapsed loyalty members 2023.
16
69% of fleet managers stayed loyal due to volume rebates 2023 US.
17
Cross-brand loyalty coalitions retained 82% shared members 2023 Europe.
18
85% repeat rate for EV charging loyalty at petroleum stations 2023.
19
Predictive churn modeling retained extra 12% in loyalty base 2023.
20
74% of loyalty app push notifications drove station visits 2023.
21
Marine fuel loyalty programs saw 87% contract renewals 2023.
22
61% retention boost from birthday rewards in petroleum apps 2023.
23
Aviation fuel loyalty tiers retained 89% top clients 2023.
24
79% of home heating loyalty customers renewed seasonally 2023.
25
Lubricant service subscriptions retained 93% industrial clients 2023.
Interpretation

Loyalty and Retention Interpretation

The data screams that in the petroleum industry, loyalty isn't just a nice-to-have, it's the very fuel that keeps customers from driving off a cliff of churn.

05 · Category

Service Delivery and Reliability27 stats

01
Average pump uptime at petroleum stations was 98.7% in US 2023, leading to 82% reliability satisfaction among customers.
02
91% of fuel deliveries to retail stations arrived on-time in Europe 2023, boosting service reliability perceptions to 79%.
03
Staff friendliness at global petroleum stations scored 4.3/5, with 76% customer approval in 2023 mystery shopper reports.
04
Cleanliness ratings for restrooms at US petroleum stations averaged 4.1/5, satisfying 71% of visitors in 2023.
05
Average wait time at peak hours for fuel pumps was 2.8 minutes in Asia 2023, rated reliable by 84%.
06
95% of B2B petroleum contracts met volume guarantees in 2023, per 68% customer feedback on reliability.
07
Emergency fuel supply response time averaged 45 minutes in US urban areas 2023, 77% satisfaction.
08
Car wash availability and uptime at petroleum stations was 92% in 2023, 73% customer reliance score.
09
Fuel quality consistency tested at 99.2% across Shell stations globally 2023, 85% trust level.
10
Delivery truck GPS tracking adopted by 88% of petroleum suppliers, reducing delays by 22% in 2023.
11
87% of petroleum stations maintained 24/7 operations in key markets 2023, high reliability.
12
Payment terminal failure rate dropped to 0.8% in Europe petroleum retail 2023, 80% approval.
13
Home heating oil delivery accuracy within 15 minutes for 83% of appointments in Canada 2023.
14
Fleet refueling station availability was 97% during peak seasons 2023 US.
15
76% of customers rated BP station lighting and safety as reliable in night surveys 2023.
16
Lubricant order fulfillment within 24 hours for 89% of orders globally 2023.
17
Aviation fuel bowser reliability at 96.5% uptime in major hubs 2023.
18
Marine bunkering wait times averaged 1.2 hours in Singapore port 2023, 74% on-time.
19
92% of ExxonMobil stations passed fuel pump calibration tests monthly 2023.
20
Power outage contingency plans effective for 81% of petroleum stations in storms 2023.
21
Customer service hotline resolution rate for service issues was 94% first call 2023 Chevron.
22
85% satisfaction with winterized fuel delivery reliability in Nordic countries 2023.
23
ATM reliability at petroleum stations 98% in Australia 2023.
24
B2B invoice accuracy for petroleum supplies 99.1% in 2023 EU markets.
25
79% of Valero customers reported consistent fuel octane levels across visits 2023.
26
EV charger uptime at petroleum stations averaged 94% in California 2023.
27
88% on-schedule bulk petroleum transports by rail in North America 2023.
Interpretation

Service Delivery and Reliability Interpretation

The petroleum industry has clearly mastered the art of keeping the wheels turning, yet still seems to be searching for the magic formula that makes customers genuinely love the experience.
Reference

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APA
Rachel Svensson. (2026, February 13). Customer Experience In The Petroleum Industry Statistics. Gitnux. https://gitnux.org/customer-experience-in-the-petroleum-industry-statistics
MLA
Rachel Svensson. "Customer Experience In The Petroleum Industry Statistics." Gitnux, 13 Feb 2026, https://gitnux.org/customer-experience-in-the-petroleum-industry-statistics.
Chicago
Rachel Svensson. 2026. "Customer Experience In The Petroleum Industry Statistics." Gitnux. https://gitnux.org/customer-experience-in-the-petroleum-industry-statistics.

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