Last May, 1263 customers took part in the opinion poll. cambio wanted to know how the CarSharing customer group is composed, which topics seem important to them and how they evaluate the service quality in the particular cities. Which things are good and which not. What must be improved and how important are intended modifications considered.
Surprisingly the results in the three cities differed only little from each other, just as the number of re-turned questionnaires is precisely in relation with the customer quantity of the respective city, also the qualitative statements are resembling each other.

Good school marks were usually given to the fields, which are considered to be very important too. With two exceptions: The availability of vehicles at the desired time was important to almost all cus-tomers (98%) - with 1.6 however it did not match the necessary dream mark. Conversely, the variety of car types was judged quite satisfactory (mark 2.07), although this aspect is important to only 68% of the customers.

The conspicuously good marks of the reservation offices signify a real challenge for cambio: when after the first 12 months the cambio reservation-service is judged this year, at least the mark ?1? (very good) must be the result.

cambio wanted to know how the customers became aware of CarSharing. The "personal testimonials" led the scale with clear distance. The effect of advertisements, posters and mailings however seems to be rather poor. CarSharing customers apparently prefer to be ?convinced? rather than ?attracted". The consequence: less money is spent on advertisements, more money on customer information - for example for the cambioJournal or the customer?s handbook.

A somewhat larger difference resulted in the point "reliability of the smart-card technology" between the ?very good? result in Cologne and the only ?good? score in Aachen. Cambio therefore invested intensively on the improvement of the on board computer technology, so that the radio connection meanwhile became so reliable that it will now be integrated into the lockers as well (see articles on page 2).

A small surprise resulted also from the field of the intended modifications and projects: on the one hand the "standardisation of the smart-card technology in other cities" was judged as important or even very important by 69% of the customers, followed by the "telephone connection at the location" with 52%. On the other hand only 41% of the customers wished the introduction of the internet-reservation. Regarding the age-structure, this fact is less astonishing. Considering the age group up to 30 years this apsect plays a more important role (see graphic).

The estimation that the target group of younger people may be attracted more easily is strengthened by this result. Altogether the intended modifications were apparently judged much more as an addi-tional supply; their past absence did not signify a vital desiderata . gis