High level of customer satisfaction: Excellent rating for Mobility car sharing

High recommendation score of 8.97

In addition to the outstanding NPS, the average recommendation score of 8.97that Mobility enjoys a great deal of trust. A maximum of 10 points are awarded here.

Particular praise is given to:

• Quick and easy booking: Satisfaction is here ≥ 4.5 out of 5 points.

• Flexible car sharing with no obligations: Customers appreciate the ability to use a car at any time without having to own it.

• Sustainable mobility: Many people deliberately opt for Mobility in order to be more environmentally friendly.

Watch the video from minute 1:04 onwards to find out what customers say about Mobility:

What is the Net Promoter Score?

The Net Promoter Score is a metric used to measure customer satisfaction and brand loyalty. The value can be between -100 and +100 with higher scores indicating a more satisfied and loyal clientele. With a current NPS of 63.6 is located in the Area of Excellence – a figure that shows that Mobility is appreciated by its users.

How is the NPS determined?

It is based on a simple question: How likely are you to recommend Mobility to a friend or colleague? The answer is given on a scale from 0 to 10:

• Evaluations 9, 10: Enthusiastic customers who actively recommend Mobility to others. Promoters.

• Ratings 7, 8: Satisfied users, but who recommend less actively. Passive.

• Ratings between 0 and 6: Customers who are not convinced or have had negative experiences. Detractors.

The NPS is calculated by subtracting the percentage of detractors from the percentage of promoters.

Example of calculation: Suppose you rate out of 100 respondents 70 Mobility with a 9 or 10 (promoters), 23 with a 7 or 8 (passive) and 7 with a 0 to 6 (detractors). The NPS is then calculated as follows:

NPS = (70% promoters) – (7% detractors) = 63.0

Values over 50 are considered excellent – Mobility is 63.6 so clearly in the top class.

Electromobility creates uncertainty

But satisfaction is not just based on numbers. We also want to find out about concerns and dissatisfaction in customer surveys. The latest survey showed that one topic is of particular concern to many people: electric cars.

Almost 20% of the Mobility fleet is now electric – and this figure is rising. As a result, more and more customers are coming into contact with electric cars. We are aware that the first e-ride raises questions. How do I remove the cable? What if I need to charge my car on the go?

Did you know? There are instructions for every electric car in our fleet.

• When you reserve an e-car, it shows you the relevant vehicle type and corresponding instructions in the app or Customer Centre in your reservation.

• If you want to find out about a specific vehicle in advance, the Vehicle instructions in the vehicle overview. Click on the relevant car to find out more about its features.

And if, contrary to expectations, something doesn’t work out: Our customer centre is there for you 24 hours a day.

We are aware of the increased need for information on electrical topics. We will continue to expand our online offering over the coming weeks and months and will also be providing you with interesting information about electromobility on social media in the future. 

We already have many exciting e-topics: