Private-hire services fare better than taxis in customer satisfaction survey

Passengers are more satisfied with private-hire car services than taxis, according to a Public Transport Council (PTC) survey.

The poll, conducted in August, found that private-hire services such as Uber and Grab were given a satisfaction mean score of 7.9 out of 10, while taxis received a score of 7.5.

The results, released by PTC, showed private-hire services fared better than taxis in all comparable categories, such as waiting times, ease of booking, information on services, and ride comfort. Grab and Uber also fared better than taxis in drivers’ knowledge of routes, customer service provided by the driver, and safety.

A total of 1,526 passengers, aged 15 years and older, were asked to rate their satisfaction levels on a scale from 1 to 10. A rating of 1 would indicate they were very dissatisfied while a 10 rating would mean they were very satisfied.


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