Customer service
Caring for drivers
We believe that commercial success or failure is often directly attributable to the service customers receive. This is an observation that is promised by many and ignored by most. To us, it is what makes the difference between a potential customer using a VINCI Park car park or parking elsewhere.
This is why we place great emphasis on staff training and on the presentation of our parking environments. We also have a structured programme in place to actively monitor customer satisfaction. VINCI Park car parks are designed to consider customer’s needs and expectations, beyond fulfilling their essential function. We pay particular attention to providing a safe welcoming ambience, to the highest standards. This means ensuring signs are clear and well placed, that lighting is effective, that décor is pleasing, flooring is practical — that the car park as far as possible meets the standard people expect in other environments.
We see our role is fundamentally to provide a service to drivers. When we manage a car park we believe our job is to look after the driver, rather than just their car. This is why we provide a range of services, under our Quality Charter.
Our Quality Charter
Under our unique Quality Charter, wherever possible, every driver is entitled to a range of free services, such as:
- Loan of umbrellas
- Free bicycle hire
- Battery recharging and jump-starting
- Shopping baskets or trolleys
- FREE parking on your birthday
- Staff to escort you to your vehicle if required
- Help with heavy baggage
- Car washes (not free, we’re afraid!)
Where we can, we improve the ambience of a car park with welcoming, glazed, offices, open 24 hours a day, provide air fresheners in stairwells and corridors, and well-lit and secure parking areas.