SINGAPORE: Commuters gave “high marks” to taxi and private hire services in 2021, continuing a trend of the previous two years, the Public Transport Commission said on Friday (Feb 4).
In a press release announcing the results of its latest peer-to-peer (P2P) transport service customer satisfaction survey, the commission said the average satisfaction score for P2P services in 2021 was 8.4, the same as in 2020 and slightly higher than 8.1. 2019.
A score of 10 means commuters are “very satisfied.”
The survey polled commuters on the following service attributes: wait times, ease of booking, service information, ride comfort, driver knowledge of routes, customer service provided by drivers, safety of services and availability of taxi stands Accessibility (taxi travel only).
For taxis, commuters gave high scores for safety and route knowledge, with similar scores to 2020. But scores for wait times and taxi stand accessibility fell in 2021.
Overall, taxis scored slightly higher than private car rentals in all categories.
For private car services, the data showed commuters had the lowest wait time scores of all categories, falling from 7.8 in 2020 to 7.6 in 2021. Customer service (7.8) is another category below 8.0.
“In addition to pricing, some commuters say they choose taxis over PHC (private car hire) because of availability, safety and drivers’ knowledge of routes,” the Public Transport Commission said.
“At the same time, other commuters highlighted that they prefer PHC over taxis due to the ease of use of the app, ease of payment and its reward system.”
More than 3,300 taxi and private car users were surveyed. Respondents were those who took a taxi or private car service at least 3 times a week or on the day the survey was completed.
