More Satisfied with Private-Hire Service Than Taxis

A survey by the Public Transport Council (PTC) showed that private-hire services, such as Uber and Grab, were rated a higher satisfaction mean score of 7.9 out of 10, compared to the 7.5 score for taxis.

Private-hire services also fared better than taxis in all comparable categories - waiting time, ease of booking, information on services, ride comfort, driver’s knowledge of routes, service provided by the driver, and safety.

A total of 1,526 taxi and private-hire car users aged 15 years and above were interviewed from August 13 to 28 last year (2016), at 30 locations islandwide. 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.

Commuters were most satisfied with safety for both options – although taxis were rated lower at 7.8, compared to private-hire cars, at 8.2.

Private-hire services also received a scored higher in terms of ease of booking at 8.1 over the taxis’ 7.2.

Overall, respondents rated both taxis and private-hire cars – termed as point-to-point transport services – a favourable 7.7 out of 10.

PTC chairman Richard Magnus said in a blog post: “Disruptive business models and technologies, such as Uber and Grab, have caused an upheaval in the point-to-point transport services landscape.”

“Taxi companies and taxi drivers have responded by upping their game and raising their service standards. Commuters have benefited from this competition,” Mr Magnus added.

PTC also noted that taxi ridership has only fallen marginally over the past few years, from an average daily ridership of 967,000 in 2013 to 954,000 in 2016. This implied that the majority of private hire car trips were likely to be catering to a new or unmet demand.

Source: “Commuters more satisfied with Uber, Grab than taxis”, (The Straits Times, 13 February 2017)

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