Commuters more satisfied with Point-to-Point services in 2020
Commuters were generally more satisfied with Point-to-Point transport (P2P) services in 2020, compared to previous years, according to the 2020 Point-to-Point Transport Services Customer Satisfaction Survey (PCSS). P2P services, on the whole, received a mean satisfaction score of 8.4 (out of 10) in 2020, up from 8.1 in 2019 and 7.9 in 2018 (Please see Figure 1).
2 Commuters’ satisfaction with taxi services improved in 2020 with a mean satisfaction score of 8.5, compared to 8.1 in 2019. The mean satisfaction scores also improved across most service attributes measured through the survey, with service information and ride comfort seeing the biggest improvement.
3 Meanwhile, private hire car (PHC) services saw a slight improvement in commuters’ mean satisfaction score from 8.2 in 2019 to 8.3 in 2020. The mean satisfaction scores for service attributes such as ease of booking, service information and ride comfort have increased, while the score for waiting time dropped slightly to 7.8 in 2020, from 8.0 in 2019. Scores for other PHC service attributes measured through the survey remained consistent between 2019 and 2020.
4 Similar to past years, respondents indicated that pricing was a key decision factor in determining their choice(s) of P2P services. Some commuters indicated that they chose PHCs over taxis due to lower PHC fares. Notably, other commuters highlighted that they preferred taxis over PHCs as taxis were more readily available. Although the proportion of commuters indicating that they were satisfied (i.e. score of 6 and above on a 10-point scale) saw a drop across all service attributes for taxi and PHC services, most taxi and PHC indicators have seen improvement in mean satisfaction scores. Please refer to Annex A for more details.
About the Point-to-Point Transport Services Customer Satisfaction Survey
The Point-to-Point Transport Services Customer Satisfaction Survey was commissioned by the PTC and conducted from 3 August to 31 August 2020 with 5,741 taxi and PHC services users. It was carried out by Nexus Link Pte Ltd, an independent market research consultant. The survey aims to measure users’ satisfaction with P2P services, better understand their expectations as well as identify areas for improvements.
