SINGAPORE. Passengers were more satisfied with taxi and private hire car (PHC) services in 2023 than a year earlier, according to an annual survey conducted by the Public Transport Council (PTC).
The survey of 1,500 passengers showed that satisfaction with taxi services rose from an average score of 8.1 in 2022 to 8.3 in 2023, while satisfaction with ride-hailing services such as Grab and Gojek rose from 7.9 to 8.1 in 2023. the period itself.
Combined, the two peer-to-peer (P2P) services showed an increase in average satisfaction scores from 8 in 2022 to 8.2 last year.
The council said there had been a significant increase in satisfaction with waiting times and ease of booking for both services.
Some 89 percent of passengers were satisfied with taxi wait times, up from 78 percent in 2022, while the satisfaction rating rose from 7.1 to 8.
For primary care services, waiting times increased from 6.9 to 7.5, and 85 percent of passengers were satisfied – up from 75 percent in 2022.
The score for ease of booking taxis increased from 7.8 in 2022 to 8.2 in 2023, and for private cars from 8 to 8.4.
The PTC surveyed passengers between August 14 and 27 last year, and those with a score of 6 or above were considered satisfied.
Respondents were passengers who used P2P services three or more times during a typical week and used the services on the same day they were surveyed.
They rated security as the most important feature of P2P services, followed by ease of booking and waiting time.
Associate Professor Walter Teseira, head of the Urban Transport Program at the Singapore University of Social Sciences, attributes the increase in satisfaction with waiting times to the increase in the number of P2P services.
He noted that demand for such services returned very quickly in 2022 following the Covid-19 pandemic, resulting in an insufficient supply of drivers and vehicles to meet demand.
As service providers made more vehicles and more drivers returned to the industry, the balance of supply was restored, reducing waiting times, Professor Teseira said.
He added that higher prices for P2P services have attracted more drivers to the industry and also moderated the demand for these services.