The Customer First: experiences from FIA EuroTest

1. Region I The Customer First:experiences from FIA EuroTest 5th International IRU Taxi Forum 10 November 2012, Cologne Luca Pascotto, FIA Region I

2. The EuroTest Approach Region I • Testing • Informing • Improving • Real inspection • Involvement of operators: e.g. to assess whether the driver took the shortest and cheapest route, we compared the routes with the matching reference routes provided by the taxi associations • Independence from national legislations • test is repeated periodically to check improvements • User-friendly communication

3. Taxi : what users expect Region I • Good and safe “Driver” (weighing 40% EuroTest met.) • Good and safe “Vehicle” (20%) • “Adherence to route” (40%) …for a fair price

4. 1°step: Inspecting Region I • From 2nd May 2011 to 17th June 2011 EuroTest inspectors tested 220 taxi rides in 22 major EU cities (10 per city) • Travelling incognito as a businessman: 5 rides tested twice (daytime; nighttime) • Armed with a checklist (60 items for inspection across the three categories), navigator and a camera

5. 2°step: Informing Region I Worst deficiencies: • Receipt not completely filled out 69,5% • Drivers ID not displayed 58,6% • No credit card payments 37,7% • Higher price from derouting 37,3% • Driver commits traffic offences, 29,1% • No fare sign display, 17,7%

6. Informing Region I Areas for improvement

7. 3° step: Improving Region I FIA is a partner in ECOWILL: delivering Low-cost and Short Duration, Efficient and Safe driving courses • Important for end users • Also great opportunity for fleets to cut costs, ECOWILL trainings are available in 13 Countries http://www.ecodrive.org/trainers

8. Region I “Taxi services are an important component for improving quality of life of citizen and tourist: improving the quality of the services will improve overall the quality of the transport in our cities ” THANK YOU FOR THE ATTENTION lpascotto@fia.com