Study: "The Petrol Station as a Service Hub"
- Transformation to “Service Hubs”: The study argues that petrol stations are evolving from simple refueling stops into comprehensive “Service Hubs.” This change is driven by decreasing fuel consumption, the rise of alternative fuels (like e-mobility), and changing customer needs for convenience and immediate solutions.
- Focus on Convenience and Food Service: The convenience store and, increasingly, high-quality food service (bistros, cafes) are becoming the central revenue drivers and key differentiators. Customers expect fresh, high-quality food and drinks, not just packaged goods.
- E-Mobility as a Catalyst: The integration of charging infrastructure for electric vehicles is a major factor pushing this transformation. EV drivers spend more time at the station, creating a greater demand for comfortable waiting areas, food, workspaces, and other services.
- Broadening Service Offerings: To become a true “hub,” stations are diversifying their services beyond automotive needs. This includes adding parcel stations (like DHL Packstations), laundry services, co-working spaces, and even basic healthcare services.
- Digitalization and Customer Experience: Success depends on a seamless digital customer journey. This involves using apps for payment (fueling and shopping), personalized offers, and integrating various services into a single digital platform. The on-site experience needs to be modern, clean, and inviting.
- Strategic Partnerships: Station operators are increasingly forming partnerships with specialized brands (e.g., for food, coffee, parcel services) to offer a higher quality and wider range of services without having to manage everything themselves.
Download the PowerPoint presentation here: Studie Service Hub