Customer first
We’re always looking for new ways to meet our customers’ energy and convenience needs – making sure we’re giving them what they want, when and where they want it.
And what customers tell us they want is a consistent, friendly quality experience with great food, services and amenities – supported by seamless digital tools and engaging loyalty programmes. Whether that be at a site we own and operate, or one of our thousands of dealer and franchisee locations across the world.
As the energy transition progresses, we know that customers’ habits will change. This change is happening at different rates around the world – we will keep building our retail expertise to meet the needs of customers on the move.
We expect customers will spend more time at our sites in the future charging their electric vehicles (EVs). Whether that be at forecourts, EV charging hubs or low carbon mobility hubs – they’re going to want great convenience offers.
That’s why we’re investing $15 billion in convenience and EV charging in the next seven years.
Learn more about our work to expand EV charging infrastructure.
In action today
We’re creating this future today – improving our core retail offer, growing our network, looking to expand our last-mile delivery offer, and developing new propositions to meet customers’ convenience and energy needs.
In 2023, we almost doubled our convenience gross margin globally, with the acquisition of TravelCenters of America, adding around 280 huge truck stops, with more than 600 full-service and quick-service restaurants, to our US network.
In the UK, we’re trialling a new wildbean cafe made-to-order ‘food for now’ offer at select locations – evolving our five-minute ‘grab-and-go’ offer to one for customers spending longer at our sites as they charge their EVs.
In Australia and New Zealand, we are reimagining retail – refreshing our wildbean cafes and improving our customer experience through improved store layouts and a superior in-store and digital experience.
We’re expanding in growth markets, including India, Indonesia, and China, to reach even more customers.