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

2. 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

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

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 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

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
Driver behaviour was one of the big shortcomings identified in EuroTest

8. 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