Wilson Parking

Wilson Parking has been selected as an ABA100® Winner for Service Excellence in The Australian Business Awards 2021. The Australian Business Award for Service Excellence [CSX] recognises organisations that have successfully implemented initiatives that demonstrate leadership and commitment to customer service excellence.

Wilson Parking is the largest and most experienced parking operator in Australasia. Its Australian portfolio comprises over 400 car parks made up of over 180,000 parking bays and is supported by a workforce of over 1,000 people. The portfolio expands across each State and Territory of Australia and serves almost every market segment; commercial real estate, retail, event venues, hospitals, standalone assets and airports. Wilson Parking is a privately-owned organisation and benefits from the stability of having the financial strength to maintain its position as the leading parking specialist in Australasia today, and to continue to develop its business.

Wilson Parking’s purpose is to provide excellent parking facilities to customers, enable easy and safe use of their facilities and to build value to their consumer proposition, landlords and corporate clients. Wilson Parking’s clients include many of the country’s largest commercial property landlords, airports, event venues, hotel, shopping centres, universities, health care facilities and transport hubs.

The Wilson Parking App forms the foundation of the Wilson Parking service delivery model, providing an experience that has evolved from the changing needs and wants of current and future customers. As technology evolves and customer expectations grow, digital transformation and the Wilson Parking App is key to how Wilson Parking will engage with customers in the future.

The purpose of the Wilson Parking App is to make the parking experience better for customers. Using a preferred medium, customers can easily find, book and pay for their parking with just a few taps. Wilson Parking’s focus has remained on the customer, making the experience as easy and safe as possible for the individual parker, whilst maintaining strong relationships with its landlord clients.

Although this simple experience makes parking better for more than six hundred thousand users across Australia, it is the continual investment in innovation and developments during arguably one of the toughest periods for the parking industry, which has enabled the Wilson Parking App to maintain its position as the highest rated Parking App.

The enhancements represent Wilson Parking’s commitment to investment in customer first experiences and ensuring that Wilson Parking continue to deliver premium service to all customers. In addition to achieving an extensive set of success criteria during its ongoing development in 2020 and 2021, the integration with Apple CarPlay was one of the first integrations of its kind for a parking App.

The results from these new features have resulted in an enhanced App user experience, resulting in 92% of its users stating that they are “Very satisfied” or “Satisfied” overall with the Wilson Parking app and maintaining the highest rated parking App position within the App Store and Google Play. The new features have also resulted in positive user growth for the Wilson Parking App, seeing a 114% increase compared to the previous year.

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