Commuters Satisfied with Taxi and Private Hire Car Services

1. The Public Transport Council revamped its Taxi Customer Satisfaction Survey last year to include the tracking of commuter satisfaction with private hire car services. In this new Point-to-Point Transport Services Customer Satisfaction Survey (PCSS) 2016, espondents1 gave a satisfaction mean score of 7.7 out of 10 to such services. 95.8% of respondents were satisfied with the services.

2. The survey also revealed that out of all rides taken by respondents over a seven day period, about half were private hire car rides while the other half were taxi rides As taxi ridership has only fallen marginally over the past few years, this implies that the majority of the private hire car trips are likely to be catering to new or unmet demand.

3. Respondents were surveyed on eight key attributes of taxi services (namely Waiting Time, Ease of Booking, Information, Ride Comfort, Driver’s Knowledge of Route, Service Provided by the Driver, Safety and Taxi Stand Accessibility). For private hire car services, respondents were surveyed on the same attributes save Taxi Stand Accessibility, which is not applicable to private hire car services.

4. Users of both taxi and private hire car services placed the highest importance on three attributes - Driver’s Knowledge of Route, Safety and Waiting Time. Taxi users were most satisfied with these same three attributes. Private hire car users were most satisfied with Driver’s Knowledge of Route, Safety and Ease of Booking.

5. The stated satisfaction5 mean score for taxi services saw an improvement from 7.5 in 2015 to 7.6 in 2016. The percentage score is also higher at 93.6%, a significant 2 percentage point improvement. This reflects the taxi industry’s efforts in improving their level of service to commuters. The stated satisfaction mean score for PHC services is 8.1, and the percentage score is 96.2%.

Annex: Factsheet for PCSS 2016

For enquiries, please contact:
Kaz Quek
Senior Manager, Communications & Public Engagement
Public Transport Council
Email: kaz_quek@ptc.gov.sg
Tel: 6354 9037
Hp: 9731 2345

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