More than 95 per cent of those surveyed were satisfied with taxi and private-hire car services in 2022 - lower than in the previous two years.
SINGAPORE: Passengers' satisfaction with taxi and private-hire car services dropped in 2022, with the score for wait time falling the most, an annual survey has found.
The survey, which measures users’ satisfaction with regular taxis and private-hire services, was conducted from Oct 3 to 14 last year and involved more than 2,700 taxi and private-hire car passengers. It aims to better understand customers’ expectations as well as identify areas for improvement. Mean satisfaction in taxi services received a score of 8.1 in 2022, down from 8.5 in 2021 and 2020. Half of the eight service attributes got a score of at least eight - safety, driver’s knowledge of route, ride comfort and service information.However, satisfaction with taxi stand accessibility and waiting time scored the lowest at 7.6 and 7.1 respectively.
Four of seven attributes - safety, driver’s knowledge of route, ride comfort and ease of booking – received a satisfaction score of at least eight.
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