JERSEY taxi drivers will face Uber-style ratings after a recent report found that they were frequently late, too expensive and could be rude.
Mystery shoppers were used to book journeys and report on their experiences, two focus groups were held and a survey was sent to thousands of Islanders as part of the research.
The report, commissioned by DVS and compiled by 4insight, indicates users are unhappy with the Island’s taxi services, with 78% of respondents offering negative feedback.
Infrastructure Minister Andy Jehan has confirmed that QR codes would be added to taxis to allow passengers to rate their journey online.
He said: “This initiative will further strengthen the feedback loop and support continuous improvement across the industry.”
Common criticisms contained within the report, commissioned by DVS, were a lack of taxi ranks in St Helier – with the rank at the Weighbridge deemed too busy or unreliable. Questionable driving, including speeding, and inconsistent pricing were also cited.
The research was conducted by 4insight and included sending 30 mystery taxi users last December to book journeys to monitor their experience – testing short-haul rides, airport runs and journeys with strict time goals. Meanwhile, just 9% of respondents to the survey gave positive feedback and 10% offered neutral replies.
The research, which cost around £10,000 to complete, was only released following a freedom-of-information request.
Mr Jehan said: “Customer service is a cornerstone of any successful industry, and the taxi trade plays a particularly important role in shaping impressions of our island.
“Following the presentation of the results, taxi company principals were invited to attend sessions at Driver and Vehicle Standards to review their individual feedback and to identify areas for improvement.”
The minister added that two extra taxi ranks had already been set up in town to combat criticism over a lack of availability, particularly at night, with a third due to be introduced.
“We have recently introduced two new taxi ranks, at the Esplanade and the Parade,” he said. “With a third rank on Gloucester Street due to become operational later this month. These developments reflect our ongoing dialogue with industry stakeholders and our shared commitment to improving accessibility and service delivery.”
Some of the responses within the report said that Islanders avoided using taxis unless absolutely necessary, as a journey often felt “like a luxury”, while others cited uncertainty about availability.
Islanders also reported price disparities for similar-length trips and said not enough was done to provide transport to and from big events and key Island venues.
Taxi booking service Ryde, which allows users to book via an app, was commended for giving passengers the ability to accurately track the location of their driver.
