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

The EuroTest Approach Testing Informing Improving Real inspection 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

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 Test of 5 defined routes per city (short and long rides)

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

2°step: Informing Worst deficiencies: 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% Methodologies contained a total of 60 items for inspection across the three categories

Informing Region I Areas for improvement

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 Driver behaviour was one of the big shortcomings identified in EuroTest http://www.ecodrive.org/trainers

THANK YOU FOR THE ATTENTION “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 ” Region I THANK YOU FOR THE ATTENTION lpascotto@fia.com