Consumer satisfaction up for taxi, private hire car services: Public Transport Council

ComfortDelGro’s taxis at their vehicle inspection yard in Singapore. (Reuters file photo)

Commuters said they were more satisfied with taxi and private hire car services last year, said the Public Transport Council (PTC) on Friday (23 February).

Results of a survey conducted by the PTC showed that 98.6 per cent of respondents rated six and above out of 10 for taxi and private hire car services.

Respondents were also more satisfied with the service quality of the service providers, recording a mean score of 8.1 out of 10, an increase from 7.7 in the previous year.

Taxi services registered an “encouraging” 4.1-percentage point improvement, with the percentage of satisfied users improving from 94.4 per cent in 2016 to 98.5 per cent in 2017, said the PTC. The satisfaction mean score also went up to 7.9 from 7.5. “This reflects the continuous efforts by the taxi industry to respond to market changes,” said the PTC.

Users of private hire car services were also more satisfied, improving from 97.3 per cent to 98.7 per cent. The satisfaction mean score went up from 7.9 to 8.2.

Both taxi and private hire car services were evaluated for seven service attributes – waiting time, ease of booking, information, ride comfort, driver’s knowledge of route, driver’s customer service, and safety. Taxi services were also evaluated for the attribute of taxi stand accessibility.

Taxi users were most satisfied with three attributes – safety, driver’s knowledge of route and service information – while private hire car users were most satisfied with ease of booking, safety and service information, said the PTC.

Known as the Point-to-point Transport Services Customer Satisfaction Survey, the survey measures the satisfaction of regular users of taxi and private hire car services. A total of 1,500 such users were interviewed last September.


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