Survey Findings on Customers' Satisfaction with Point-to-Point Transport Services 2023

Commuters continue to be satisfied with P2P services,
with Waiting Time and Ease of Booking seeing significant improvements

1.         The Point-to-Point Transport (P2P) Services Customer Satisfaction Survey (PCSS) 2023 conducted by the Public Transport Council (PTC) showed that satisfaction levels for P2P services had increased, compared to the previous year. More than 9 out of 10 commuters (96% of the commuters surveyed) were satisfied with the taxi and private hire car (PHC) services and gave a mean satisfaction score of 8.2 (out of 10), an increase from 8.0 in 2022. Among the service attributes, there was significant improvement in satisfaction levels for Waiting Time and Ease of Booking for both taxi and private hire car services.

2.         A total of 1,500 commuters participated in the survey between 14 and 27 August 2023. Survey respondents were commuters who took taxi and/or PHC three times or more in a typical week and had used the P2P services on the same day of survey completion.

Taxi Services

3.         The mean satisfaction score for taxi services was 8.3, up from 8.1 in 2022. All the eight service attributes had a mean satisfaction score of 8.0 or higher. Six out of the eight service attributes, including Ease of Booking and Taxi Stand Accessibility, registered an improvement in the mean satisfaction score. Waiting Time saw the most significant improvement from 7.1 in 2022 to 8.0 in 2023; it was also among the top three attributes deemed as most important, along with Safety, and Ride Comfort.

Private Hire Car Services

4.         The mean satisfaction score for PHC services was 8.1, an increase from 7.9 in 2022. Five out of the seven service attributes showed an increase in the mean satisfaction score. Similar to taxi services, Waiting Time registered the largest improvement in mean satisfaction score from 6.9 in 2022 to 7.5 in 2023. The mean satisfaction score for Ease of Booking increased from 8.0 in 2022 to 8.4 in 2023. Both Waiting Time and Ease of Booking were among the top three attributes deemed as most important, along with Safety.

5.         Please refer to Annex A for more information on the PCSS findings.

Download Annex A - Point-to-Point Transport Services Customer Satisfaction Survey 2023 [PDF, 173 KB]