The fuel and convenience sector is undergoing a dramatic transformation as consumer buying patterns shift. Retailers on both sides of the Tasman have faced faltering foot traffic, lower fuel sales, increased price consciousness among shoppers focused on the cost of living and a drop in income from traditional core items in the wake of health concerns and government regulation.
Basket sizes have shrunk, operational costs have increased and margins have tightened in an increasingly competitive landscape. At the same time, consumer expectations have risen — they demand speed, convenience, variety and seamless experiences across both physical and digital channels.
But change also brings opportunity. Retailers who understand their customers and can quickly adapt to changing preferences are gaining a competitive edge.
Here we look at some of the fundamental shifts taking place in fuel and convenience and at how retailers can create the differentiated, data-driven experiences that build loyalty and drive profitability.
Drainers and gainers
Convenience stores in Australia and New Zealand are seeing similar changes in consumers’ buying habits, and these changes are impacting products that have traditionally underpinned c-stores’ profits.
According to a 2024 study of the state of the convenience industry in New Zealand, tobacco experienced the largest drop in value of any category, while growth in vaping did not offset the declines for cigarettes and roll-your-own tobacco. Meanwhile, AACS’s State of the Industry 2025* report found that in Australia tobacco’s share of total store sales has fallen below 20%, down from 25.4% at the end of 2024.
C-stores have also seen a drop in sales from staples such as bread and milk, as well as from telecommunications products and printed materials such as magazines. In Australia, for example, the value of milk sales dropped 6.6% in value from 2024 to 2025.
On the other hand, some categories are showing the way with growth. In Australia, packaged beverages, and especially energy drinks, represented almost 70% of the value growth excluding tobacco from 2024 to 2025. A comparable situation exists in New Zealand, where sales from sport and energy drinks, along with fresh coffee, increased in value last year.
Foodservice also performed well in Australia during the first half of 2025, with prepared food leading the way, up 8.9% in value from 2024, while in New Zealand grab-and-go items such as cereal and biscuits remained essential parts of the c-store offering.
The trends driving customer behaviour
While a range of factors, including health concerns, are driving customers’ purchasing decisions, value for money is crucial, with price-conscious shoppers looking for deals.
Cost of living considerations are clearly evident in the fuel and convenience space. Thirty-two percent of New Zealand consumer are shopping less often instore at fuel stations, with 49% citing pressures on the household budget as a reason.
Changes in how fuel stations operate are also having an impact, especially the advent of pay-at-the-pump. While 38% of customers shop instore when they stop for fuel, being able to pay at the pump means fewer shoppers are going into the store to make impulsive purchases of snack items. Those who do go inside the store are more likely to make planned purchases of hot food and coffee.
At the same time, shoppers with more disposable income and those who prioritise value over price are open to loyalty card offerings.
Reshaping the c-store offering
The authors of the New Zealand study offer fuel and convenience retailers five tips to increase foot traffic instore and drive profitability:
Offer on-pump promotions to drive customers into the store, so that they get discounts on products even if they pay for their fuel at the pump.
Offer cross-promotions between planned and impulse categories.
Become a preferred supplier of on-the-go meal and snacking options.
Allow shoppers to make in-app purchases for instore pick-up across a range of products.
Leverage loyalty cards to offer instore deals.
How can Infinity help?
Delivering on these recommendations means having the right inventory and customer data at your fingertips. You’ll need a solution that lets you understand customer preferences, plan effective promotions and effectively manage inventory.
Infinity empowers you to transform your operations and customer engagement strategies, giving you a future-ready retail solution.
Customer-centric engagement: Leverage real-time data to personalise offers, promotions and communications, allowing you to build loyalty programs that delight customers and build connection.
Optimised inventory management: Respond quickly to category shifts with real-time performance insights so that high-demand items like food and beverages are always available.
Data-driven decision-making: Use advanced analytics to predict trends, optimise pricing and enhance store layouts, empowering you to make faster, smarter decisions that align with evolving consumer behaviour.
Unified cross-channel retailing: Deliver frictionless, consistent experiences across instore, mobile and online channels through click and collect, self-checkout and mobile ordering.
Operational efficiency: Streamline processes across locations with centralised control and automation.
*AACS State of the Industry Mid-year Report 2025, Commissioned by the Australian Association of Convenience Stores Limited and prepared by Convenience Measures Australia (CMA).
Want help to deliver compelling c-store experiences?
If you’re looking to build a winning c-store offering, get in touch. We’d love to show you how Infinity can help you offer seamless, unified, profitable customer experiences.