This is how customers think about car subscription

Carvolution has been offering the car subscription for four years. Initially, the Bern start-up often had to explain exactly how the subscription works. Emphasize that everything is included in the fixed monthly price with a subscription, as opposed to a rental. The offer has now been created and is becoming increasingly popular as an alternative to buying and renting a car. But how to take? A survey of middle-aged customers, many of whom live outside the city, shows the Carvolution team what has convinced the Carvolution team about their car subscription and what needs improvement.

“For me, surveys like this have always been very interesting. As for the results, I am absolutely delighted that the vast majority of our customers are very satisfied,” says Léa Miggiano, Carvolution co-founder and head of marketing at the company. Most valuable, however, are points of criticism, suggestions for improvement, and customer feedback that point to potential bugs or weaknesses. “Because they help us be better,” Miggiano emphasizes.

85.5 percent of customers surveyed say they “don’t have to worry about the car” thanks to the subscription. First of all, the price-performance ratio of the car subscription is convincing. More than two-thirds of all respondents agree. The “financial planning capability” and flexibility of subscription solutions are often emphasized, thanks to the fixed monthly price.

The flexibility in choosing a vehicle and the fact that everything can be done online are reasons why many choose the Carvolution subscription. However, many drivers find it a pity that they are not able to pick up the car after the subscription period has expired. Some long-term subscribers want to be able to change the model or vehicle type in a minimum period of time.

Apparently, not all drivers are equally satisfied with the Carvolution app. This keeps all the contract details ready and the monthly mileage package can be adjusted with it. However, some users complain that it is confusing or that the miles traveled are not displayed correctly. According to Miggiano, these bugs should be fixed in almost all vehicles with subsequent updates.

However, the positive feedback clearly outweighs it. That’s the team representative. customer service is often praised. Thanks to the subscription, the opportunity to test new technologies without financial risk is also appreciated: “I can drive an electric car in my price range,” was the response.

Carvolution advertises the all-inclusive package: taxes, insurance, maintenance, service, tyres, tire changes and storage are included in the fixed monthly price. The only additional cost is fuel or charging current. This cost transparency convinces most interviewees. Some of the answers are “like mobile phone fixed price”, “all inclusive, no extra cost”, “rental but all inclusive”.

However, the vast majority believe that the total costs of a car subscription are lower than, for example, renting or purchasing. 71 percent state that they do their own calculations and careful research before deciding to buy a car. According to survey respondents, the subscription becomes more expensive if you drive the same car for a really long time. For comparison, a non-binding offer from Carvolution can also be ordered, Miggiano emphasizes.

“The answers show that our customers are actively evaluating the total cost of the car before making a decision. We try to support you as much as we can. Since the calculations are sometimes very individual, it is really advisable to get different quotes and compare the total costs. It may also be that we advise someone against subscribing to a car after a comparison For example, if it is clear that the same car has been used for many years, then there is no need for a flexible solution such as a car subscription.”

Evaluation of vehicles in Carvolution is as different as tastes and needs. The rapid availability of cars (currently more than 30 models) was well received by survey respondents. The product range, which consists of over 70 different models, also receives good marks.

On the other hand, many of the respondents wanted the tool to be configurable to their needs and to have more colors to choose from.

“We are only able to pass our low prices on to customers because we source large quantities and have lean, digitized processes,” says Léa Miggiano. Subscription cars would cost more if individual equipment demands had to be considered.

Industry experts believe that car subscription is a model with a future. Ferdinand Dudenhöffer of the German CAR Institute says its market share will rise to 40 percent by 2030. Existing Carvolution customers are also convinced of the subscription. Because 78 percent recommend car subscription to others.

Feedback is “There is no easier way to get a great new car”, “good value for money”, “simple transaction, clear cost transparency, no capital commitment”. Simple, digital use and the all-inclusive package are highlighted over and over as advantages. As mentioned earlier, there are criticisms that the desired vehicle is missing in range or that the cars cannot be configured.

It’s also interesting how customers would be mobile without a subscription: 41 percent will buy used cars, 25 percent will rent cars, and 10 percent will drive new cars.

There was a lot of praise in the survey for the subscription offer, with criticism mostly for the details. The answers to the question of what Carvolution can do better are much more interesting. Again, it’s usually about model selection. Requests range from “more different small cars” to “more mid-range cars” to “sports cars” or more cars with trailers.

In addition, most of the customers surveyed are asking for price reductions for miles not driven or for different graded mileage packages. This currently starts at 850 kilometers per month, which corresponds to 10,200 kilometers per year. However, the agreed mileage can be adjusted monthly via the Carvolution app.

The seat in Bannwil in Bern was also discussed: despite the connection with the A1 in Niederbipp, there were several requests for the subscription carts to be taken elsewhere and returned.