Some Key Findings from the Report

72% of UK Consumers

prioritise price ahead of location and cleanliness, with 75% now preferring contactless payment.

68% of French Consumers

choose to pay directly at the pump, making France the leader in integrated fuel payments.

8% of Dutch Consumers

describe themselves as “extremely loyal” to a fuel brand, which underlines how convenience outweighs brand affinity.

6% of German Consumers

choose to pay directly at the pump, with most still heading inside the c-store.

75% of Dutch Consumers

visit a fuel/service station at least once or twice a week or a few times a month.

63% of French Consumers

would not return to a fuel/service station if equipment was out of use.

Beyond the Pump

A Report on Enhancing the Consumer Experience in Fuel Retail Sites
Based on a survey of 1,200 consumers across the UK, France, Germany, and the Netherlands, the report explores the factors that most influence forecourt station choice, from price and cleanliness to access to multi-energy options.

It highlights how forecourts are evolving from simple refuelling stops into multi-purpose destinations, and how, well-managed facilities are influencing brand loyalty and driving a new standard for customer experience.
What Our Users Think About Us
Mark Turin
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What DFS Experts Say
Soren Powell-Holse, DFS Senior Sales Director, Europe & KA
“There is a real opportunity for retailers to provide an outstanding customer experience, whether that’s through reliable equipment, additional services or facilities, technology, or loyalty schemes that really make a difference – the opportunities are endless if retailers are willing to adapt their fuel sites to meet the consumer demands of today”
Kurt Dillen, DFS VP & GM, Commercial EMEA & SAL
“Most fuel retailers overlook the importance of the customer journey, which, if executed well can reveal opportunities for business improvement, increased customer satisfaction, and enhanced brand loyalty. If retailers commit to optimising their customers journey, long-term, happy, and satisfied customers will return time and time again.”
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Discover How You Can Enhance Your Customer Experience

Differentiate Fuel Retail with Loyalty
Listen as we examine what differentiating through loyalty really means for fuel retailers, the benefits of implementing a loyalty program, the importance of customer data, and if a loyalty program (on its own) is really enough to determine service station success.
Exceeding Customer Expectations
This session explores the significance of meeting, and exceeding, customer expectations in the fuel retail industry. Learn how service stations can set themselves apart through smart technology, the critical role of data in achieving success, and the importance of personalisation.
Let DFS help you enhance your customer experience. Contact us today by filling out the form below.