Commuters More Satisfied With Point-to-Point Services In 2019
Commuters continue to rate Point-to-Point (P2P) services highly, according to the 2019 Point-to-Point Transport Services Customer Satisfaction Survey (PCSS) commissioned by the Public Transport Council (PTC). In the annual survey conducted from mid-August to early September last year, P2P services received a mean satisfaction score of 8.1, up from 7.9 in 2018. Please see Figure 1.
Commuters’ satisfaction with taxi services remained high in 2019 with a mean satisfaction score of 8.1, which is higher than the previous year’s score of 7.9. Private hire car (PHC) services also saw an increase in its mean satisfaction score from 7.9 in 2018 to 8.2 in 2019. The mean satisfaction score also increased across almost all service attributes for both taxi and PHC services.
The survey results showed that over the last two years, there has been a convergence of satisfaction scores across both taxi and PHC services and that customer satisfaction has improved. When choosing between taxis and PHCs, respondents indicated that pricing would be a key consideration. Commuters tend to choose PHCs over taxis due to the ease of booking through mobile applications. Notably, commuters continued to highlight that the ability to street-hail was the main reason for them choosing taxis. Please refer to Annex A for more details.
About the Point-to-Point Transport Services Customer Satisfaction Survey
The Point-to-Point Transport Services Customer Satisfaction Survey was conducted between mid-August and early September 2019 with 1,503 taxi and PHC services users. It was carried out by Nexus Link Pte Ltd, an independent market research consultant. The survey aims to measure users’ satisfaction with P2P services, better understand their expectations as well as identify areas for improvements.