What Customers Expect from Taxis
TAXIS – WHAT DO CUSTOMERS WANT?
Trevor Garrod
Chairman
European Passengers’ Federation
WHAT IS EPF?
•
Founded in 2002 and now consulting of 35
mainly voluntary bodies for public transport
users in 20 European countries.
•
Promoting better public transport, especially
internationally
•
Spreading good practice
•
www.epf.eu
WHEN DO YOU NEED A TAXI?
•
As part of journey chain to/from airport,rail
station, coach station,harbour
•
When public transport breaks down or is not
available
•
When you are in a city or area for the first
time
•
When you need to get somewhere urgently
•
When you have no car/ cannot drive/ have
reduced mobility for various reasons
HOW DO YOU FIND OUT / BOOK / PAY?
•
LIKE ALL PUBLIC TRANSPORT, A TAXI SHOULD BE
EASY TO USE AND GIVE VALUE FOR MONEY
•
PHONE – if you are a regular customer
•
DIRECTORY and then phone
•
INTERNET ( such as an airport website)
•
APP either the transport operator’s
(
Abellio Greater
Anglia)
or the taxi firm’s (
ABC Taxis)
•
APPS such as Uber POP (private cars) or Uber-BLACK
(chauffeurs)
TAXIS SHOULD BE ADVERTISED WHEREVER THEY
MAY BE NEEDED
•
On trains and coaches
•
At stations
•
In timetables
•
On operators’ websites
•
At bus/tram stops for use in periods of low
demand
WHAT ELSE DO CUSTOMERS EXPECT?
•
Price transparency (some Apps or websites tell
you the expected price)
•
Knowledgeable professional driver who gives
you confidence and is willing to take you
where you want to go
•
Safe journey
•
Comfortable journey
•
Advice on how to complain
TECHNOLOGY HELPS – BUT A
PLEASANT AND HELPFUL DRIVER IS
ALSO A KEY PART OF THE SERVICE
•
“I get satisfaction when I solve people’s
problems”
•
(
The driver of the last taxi which I used, October 13
th
)
Customers expect price transparency, knowledgeable drivers, safe and comfortable journeys, and guidance on how to complain when needed. Technology plays a role in facilitating taxi services, but the driver's attitude and helpfulness are also crucial for customer satisfaction.
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Presentation Transcript
TAXIS WHAT DO CUSTOMERS WANT? Trevor Garrod Chairman European Passengers Federation
WHAT IS EPF? Founded in 2002 and now consulting of 35 mainly voluntary bodies for public transport users in 20 European countries. Promoting better public transport, especially internationally Spreading good practice www.epf.eu
WHEN DO YOU NEED A TAXI? As part of journey chain to/from airport,rail station, coach station,harbour When public transport breaks down or is not available When you are in a city or area for the first time When you need to get somewhere urgently When you have no car/ cannot drive/ have reduced mobility for various reasons
HOW DO YOU FIND OUT / BOOK / PAY? LIKE ALL PUBLIC TRANSPORT, A TAXI SHOULD BE EASY TO USE AND GIVE VALUE FOR MONEY PHONE if you are a regular customer DIRECTORY and then phone INTERNET ( such as an airport website) APP either the transport operator s (Abellio Greater Anglia)or the taxi firm s (ABC Taxis) APPS such as Uber POP (private cars) or Uber-BLACK (chauffeurs)
TAXIS SHOULD BE ADVERTISED WHEREVER THEY MAY BE NEEDED On trains and coaches At stations In timetables On operators websites At bus/tram stops for use in periods of low demand
WHAT ELSE DO CUSTOMERS EXPECT? Price transparency (some Apps or websites tell you the expected price) Knowledgeable professional driver who gives you confidence and is willing to take you where you want to go Safe journey Comfortable journey Advice on how to complain
TECHNOLOGY HELPS BUT A PLEASANT AND HELPFUL DRIVER IS ALSO A KEY PART OF THE SERVICE I get satisfaction when I solve people s problems (The driver of the last taxi which I used, October 13th)
