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Spire teams up with Singapore’s Land Transport Authority for Taxi Customer Satisfaction Survey


With an increased rating of overall quality of taxi services in Singapore up to 60.3% in 2015 from 52.4% in 2014, these findings appeared in the Land Transport Authority’s (LTA) third annual Taxi Customer Satisfaction Survey (TCSS) conducted by Spire Research and Consulting. The survey measures regular taxi commuters’ satisfaction with taxi services. It also aims to understand commuters’ expectations and identify areas for improvement. What are the areas for improvement? The findings of the survey were also published on LTA’s website.

Spire’s survey spans across 1,200 regular taxi commuters (aged 15 years and above) interviewed between August to September 2015. Taxi commuters were questioned on eight key service attributes to include driver’s knowledge of routes, safety of taxi services, taxi stand accessibility, customer service, ease of taxi booking, ride comfort, waiting time and information on taxi services.

According to the survey, safety continues to be a concern amongst commuters but with a high satisfaction level of 61.3% of the respondents pointing out that the Taxi Availability Framework helps improve access to taxi services. This is primarily due to the entry of third-party private taxi booking services such as GrabCar and Uber.

Overall, 97.3% of respondents expressed satisfaction with taxi services in 2015 with a slight dip of 0.8% (points) in 2014 from 98.1%. Nonetheless, Spire recommended two areas which need more focus – taxi waiting time and available information on taxi services to improve commuter satisfaction.

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