Services
24/7 availability
Most parking facilities are open 24/7 for motorists to park and retrieve their car.
That's why we offer an international help desk, the Q-Park Control Room (QCR), to motorists which is available 24/7. The QCR gives customers instant access to multi-lingual Parking Hosts. They provide help and support with queries relating to the payment system, wayfinding or to accessing or exiting the parking facility.
The QCR is in contact with Parking Hosts and Mobile Teams in the vicinity of the parking facility. If a customer needs assistance that cannot be given remotely, the QCR will dispatch a Parking Host to assist at the location itself.
For mechanical problems, the service department and service technicians can be called in to help.
For each parking facility, we monitor the percentage of calls to the QCR against the number of vehicles entering the car park. If the percentage is higher than expected, we will investigate the reasons and take appropriate action so we can optimise customer satisfaction.
Results
Chart 8 Parking facilities offering 24/7 service
Restatements are clearly indicated.
©2023 Q-Park BV, published under own management. All rights reserved.
Support services
Our aim is to foster mobility and enable access to essential urban functions in conjunction with sustainability concerns.
Our AEDs are located at a secure yet accessible place so they can be used by trained volunteers or medical personnel.
Toilet services are either present in the car park or there is clear signage directing people to the nearest toilets.
Parking Hosts and Mobile Teams have access to jump leads, to help customers who find themselves with a flat battery.
We use closed-circuit television (CCTV) for security purposes. Where we install cameras, we make it clear to people that they or their cars are on camera.
More about our CCTV code.
This is an interactive version of the Q-Park CSR Report 2022.Restatements are clearly indicated.
©2023 Q-Park BV, published under own management. All rights reserved.
EV charging
Electric vehicles (EVs) need to park just as petrol and diesel fuelled cars do. The difference is that some motorists want to recharge their car's batteries while parking.
The EV not only occupies a parking space, but it may also occupy an EV charging point even when it is fully charged. Offering seamless parking means allowing our customers to leave their car where it is parked even though it is fully charged. This creates the challenge to properly inform our electric vehicle motorists about available versus accessible EV charging points.
An additional challenge we face is that of calculating and allocating the carbon footprint of EV charging to the right GHG Protocol scope. For more information please read our environmental impact chapter.
In 2022, we signed agreements with CPOs in all the countries in which we operate. These agreements include providing transparent information regarding the energy consumed by EV charging points and their carbon footprint. We can now report on these two important data points separately from our overall energy use and carbon footprint.
Results
We continue to expand the number of EV charging points at the most relevant Q-Park locations for our electric vehicle motorists. The total number of EV charging points available is now 2,831 (2021: 2,114), an increase of 34%. We now have 235 parking facilities offering EV charging (2021: 227) an increase of 4%.
Chart 8 Total EV charging points
Chart 9 Parking facilities offering EV charging
Restatements are clearly indicated.
©2023 Q-Park BV, published under own management. All rights reserved.