Mystery Audit Finds Taxi Drivers Pleasant, Well Groomed
Minister for Transport
The Honourable Rachel Nolan
31/08/2009
An independent "mystery passenger" audit of 563 taxi trips across Queensland has found the vast majority of taxi drivers to be pleasant and well groomed with a good local knowledge of key destinations.
In announcing the results of the audit, Transport Minister Rachel Nolan said mystery shoppers, posing as real passengers, found almost all the taxi drivers secretly audited also took the most efficient route and charged the correct fare.
"The results are extremely encouraging - the vast majority of taxi drivers across Queensland do the right thing and provide a quality service to passengers," Ms Nolan said.
"Any gaps in service delivery identified by the mystery passengers will assist to inform the department's planning in regard to rules and regulations for the taxi industry."
The independent mystery passenger audit is a key component of the government's the Taxi Reform Package announced by Minister Nolan recently.
Other changes in the reform include:
•Driver Authority Eligibility Criteria requiring an applicant for a driver authorisation (taxi) to have held an Australian issued driver licence for at least one year, and be at least 20 years of age.
•Introducing national training framework and core taxi driver training competencies developed through the Transport and Logistics Industry Skills Council (once approved by the Australian Transport Council).
•Introducing targeted taxi compliance unit in Queensland.
•Establishing a Taxi Industry Advisory Committee to guide the development and delivery of the taxi Industry Strategic Plan and provide advice to government on key issues for the taxi industry.
The independent audit, commissioned by the Department of Transport and Main Roads for the purpose of ensuring the taxi industry is providing a consistent, quality service, was conducted during a two-week period.
Independent mystery passengers secretly audited taxi services in Brisbane, Gold Coast, Sunshine Coast, Toowoomba, Mackay, Townsville and Cairns. All testing was based on the same criteria:
• Cleanliness of both taxi and driver
• Attitude of driver towards passengers and overall interaction
• English speaking standards
• Adherence to road rules and other safety rules
• Level of local knowledge - road networks
• Correct charges applied for journey
• Most direct route taken for journey
• Deviations from standard charges
• Timing
"The mystery passengers found that in 92 per cent of all trips undertaken, the passenger felt the driver was easy to understand; 92 per cent believed the driver was pleasant throughout the trip and in 94 per cent of trips undertaken passengers felt the driver took the most cost efficient route," Ms Nolan said.
"In addition, 96 per cent of drivers secretly audited were found to be tidy and well groomed, and more than 80 per cent of taxis were clean inside and out. Importantly, 97 per cent confirmed they were charged the correct fare."
Ms Nolan said while the independent mystery passenger audit had identified some issues with taxi services, the department would work closely with the taxi industry to improve adherence to rules and regulations.
"We recognise that some improvements still need to be made, but this audit clearly indicates that the taxi industry, its drivers and the Department are on the right track where customer service is concerned," Ms Nolan said.
"We will continue to work together to ensure passengers receive the best possible service."
Ms Nolan said that as a further measure, the department had increased its inspector presence to ensure rules and other safety measures were being adhered to at popular taxi ranks around south east Queensland and other major regional centres.
INDEPENDENT MYSTERY PASSENGER AUDIT
Total sample - 563
Greeted by driver
• In 91% of all trips undertaken the driver greeted the passenger with a hello or other salutation.
Driver pleasant throughout trip
• Passengers were asked to note if the driver was pleasant and nice to them throughout the duration of the trip. 92% believed that the driver was in fact pleasant and nice throughout the trip.
Driver easy to understand when they spoke
• In 92% of all trips undertaken, the passenger believed the driver was easy to understand when they spoke. This was especially the case in Mackay (100%) and Sunshine Coast (99%).
Driver able to understand instructions easily
• Passengers were asked to take note of whether or not the driver was able to understand their instructions easily. In 98% of all trips undertaken, the passenger felt the driver was able to easily understand instructions.
Driver knew where he was going
• Overall, 88% of the mystery passengers felt the driver knew where he was going.
Driver took most cost efficient route
• The passenger was asked whether or not the driver took the most cost efficient route to their destination, and in total 94% agreed with this.
Driver well groomed and tidy
• Overall, 96% of all drivers were described as well groomed and tidy.
Believe the correct fare was charged
• Passengers were asked if they believed they were charged the correct fare for the trip. Overall 97% believed they were charged the correct fee (once all charges had been explained).
Full results of the survey will be available on the Department of Transport and Main Roads website on Monday, 31st August 2009.
Source; MySunshineCoast.com.au
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