TAXI drivers have backed new plans for Uber-style passenger ratings, saying the move will help single out poor performers instead of unfairly damaging the industry’s reputation.
It comes after a new report, commissioned by DVS and compiled by 4insight, found that Jersey taxi drivers were frequently late, too expensive and could be rude – with 78% of respondents offering negative feedback.
The research involved sending 30 mystery taxi users to book journeys to monitor their experience – testing short-haul rides, airport runs and journeys with strict time goals.
Just 9% of respondents to the survey gave positive feedback and 10% offered neutral replies.
Speaking on behalf of the Jersey Taxi Drivers Association, Paul Tostevin acknowledged the findings of the report, but said that the overall portrayal of the Island’s taxi industry requires “balance and context”.
He explained: “The Jersey Taxi Drivers Association has always supported continuous improvement and constructive feedback, but some of the report’s generalisations do not accurately reflect the standards achieved by many drivers and operators.”
Mr Tostevin added that previous mystery shopper exercises and passenger ratings for those working under the Jersey Taxi App booking entity “directly contradict the suggestion that taxi drivers are frequently late, too expensive, or rude”.
He added: “While we cannot speak for every operator, our own data and the DVS’s independent assessments show a consistent pattern of professionalism, reliability, and courtesy among our drivers.”
The Jersey Taxi Drivers Association member welcomed plans to add QR codes to taxis to allow passengers to rate their journey online.
“Regarding the planned QR code rating system, we have no objection and in fact welcome any fair, transparent means of gathering passenger feedback,” he said.
“However, it is worth noting that such a system already exists within the Jersey Taxi App and has been operating successfully for several years.”
Mr Tostevin praised the fact that the new rating system will be carried out in real time by actual passengers using the service.
“This new approach will fairly identify any driver who persistently falls short of expected standards, rather than unfairly tarnishing the entire profession,” he added.
The Jersey Taxi Drivers Association said its drivers follow a Code of Conduct setting standards for punctuality, transparency and customer service, with compliance regularly monitored.
Mr Tostevin concluded: “While we welcome efforts to improve the Island’s taxi services, it is essential that public reporting reflects the full picture.
“The majority of our drivers take great pride in their work and continue to provide a professional, courteous, and efficient service to Islanders and visitors alike.”
