The first OV Fiets (public transport bicycles were rented in 2003, after which moment OV Fiets has spread over the Netherlands and numbers of customers have grown. In 2009 Fietsersbond surveyed the experiences of OV Fiets users for the fourth time. In cooperation with the operator (NS) private customers have been approached by e-mail. As of late 2009 11,546 customers had completed a digital questionnaire, results of which are contained below. Use of OV Fiets doubled in two years In 2009 670,000 journeys were made and OV Fiets had 67,000 customers with a private or business subscription: double the numbers of journeys and customers over two years’ time. Among private customers the reason stated most for using OV Fiets is visiting friends or relatives (61%). A visit to a recreational destination is also a valid reason for many customers (45%). Among private customers use for business purposes comes third, although this does occur more often on average. The percentage of frequent users (those using OV Fiets once a week or more often) appears to have stabilised since 2007. That means that the absolute number of frequent users has nearly doubled since 2007. Double the number of customers did indeed lead to double the number of journeys. Customer satisfaction still great, some points of attention Ease of use, freedom, speed, low cost and the environment (in descending order) are still the five reasons mentioned most often for using OV Fiets. Customers rate the registration and rental procedure simple, costs low and bills clear. Service at the rental locations, riding characteristics of the bicycles and state of maintenance are also mainly positively judged. Satisfaction has however decreased in a number of issues. First of all the number of complaints increased and satisfaction about communication with the company fell. Secondly the percentage of customers indicating there is not always an OV Fiets available is twice as large as it was in 2007. Almost a quarter of respondents experienced this. In the third place the percentage of customers receiving a bicycle with shortcomings has increased (from 54% to no fewer than 64%). Moreover, the various shortcomings occurred in 2009 overall roughly twice as often as in 2007. In 2008-2009 the number of rental sites with automated procedures has increased strongly, to approximately 75 by the end of 2009. Automated rental allows expansion of the number of rental sites and sometimes expanded operating hours. Almost a quarter of private customers uses these facilities, particularly lockers. Customer satisfaction about automated rental is however distinctly lower than at other sites. Only 62% of users feel these are user-friendly, there are also more often than elsewhere insufficient bicycles available. The most frequently expressed additional wishes of customers concern lower charges for depositing an OV Fiets at a different location, returning the bicycle after hours, availability of bicycles with gears and handbrakes and not having to pass on a new card number. Interest seems to be growing among customers for opportunities to rent OV Fiets at other locations besides train stations, with particular emphasis on other public transport locations. Improved competitiveness of combination train-bicycle remains successful Thanks to OV Fiets train use has increased: according to 52% of the 67,000 customers they travel by train more often thanks to the OV Fiets. Car use has fallen: 8% of customers left the car at the most used location in favour of the train and 3% is no longer collected there (as often) by car.