As products and services, parking habits and cultures differ across the Q-Park countries, it does not make sense to have a group-wide customer satisfaction programme or to conduct international customers satisfaction surveys. Instead, Q-Park countries conduct their own localised Customer Satisfaction Survey (CSS). A country approach means survey techniques and questionnaires are aligned with country-specific circumstances and differing parking markets.
We know from previous customer satisfaction surveys that the primary reason for selecting a car park is the location and proximity to the final destination. This result was echoed in our 2021 surveys.
The pre-booking surveys conducted in the Netherlands, the UK, and Ireland showed that customers find the pre-booking service easy to use and are generally very satisfied with the service. More than 70% said they would use the service again. However, there’s always room for improvement: about 20% of customers indicated that the access and exit procedure with ANPR did not go smoothly.
There is always room for improvement, the surveys indicated a few aspects of our service where we could do better. Season ticket holders use our facilities the most and are perhaps the most critical. They indicated we could do better on car park cleanliness and unpleasant odours.
Contact with customer service from the car parks is with the QCR. Most customers are very satisfied with this control room service, however, we learned that our service was not up to standard when we are contacted by e-mail.
In 2021, all Q-Park countries are using the same platform designed to improve online visibility and the relationship with customers. It gives customers the opportunity to leave comments about a business they have visited, and it gives us a clear dashboard on our performance.