Wednesday, July 29, 2015

Second year of taxi satisfaction survey results released

The City of Calgary shared the results from a recent Satisfaction with Taxi Services survey today showing some areas of improvement over last year’s results. The City’s Livery Transport Services team will now comb through the results and work with industry to identify where more improvements can be made.

The survey, conducted in June 2015, found 87 per cent of Calgarians are satisfied with taxi service in the city.

“Recent media has shown some of the troubling aspects the taxi industry faces, but it’s encouraging to see that overall, Calgarians are enjoying a safe and satisfactory experience when taking a taxi in our city,” says Mario Henriques, chief livery inspector for The City of Calgary.

Satisfaction survey results

Calgarians shared they have four key factors that contribute to their overall satisfaction with taxi service. They are: the taxi driver; their experience during the ride; dispatchers; and value for money.

  • 94 per cent of taxi users are satisfied with the level of service they receive from taxi drivers. (similar to last year’s 93 per cent satisfaction).
  • 93 per cent of taxi users were satisfied with the vehicles – both the cleanliness of the vehicle and for the condition/maintenance of the vehicle. 
  • 82 per cent of taxi users were satisfied with the amount of time it took the taxi to arrive – up eight per cent from 2014.
  • 16 per cent of taxi users have obtained a taxi through an online booking system or app, although 40 per cent indicated they are likely to do so in the next year. Those who used an online system or app were 92 per cent satisfied. 
  • 81 per cent of taxi users are satisfied with the service they receive in calling dispatch for immediate service and 90 per cent are satisfied with pre-booking taxis through dispatch. 
  • 69 per cent of Calgarians are satisfied with the value for money they received during their taxi rides. 

Improvements from 2014

After the 2014 survey, The City implemented two new initiatives:

  1. New taxi plate licences were added to increase the number of taxis on the road. The 133 new taxi plate licences also came with the requirement they be in use during peak periods to help with higher demand. 
  2. The City also had bumper stickers added to every cab directing complaints and compliments to 311. 

“The City’s role in the taxi and limousine industry is to serve as regulator ensuring customer safety, service quality and consumer protection. This survey is helping us see where our industry is doing a good job, and helping us identify possible areas for improvement,” says Henriques.

“By lodging your complaint or compliment with 311 we are able to follow up on the complaints and also learn what is working through the compliments.”

Lodging a complaint through 311 still remains low, as 81 per cent of taxi users indicated they lodged their complaint directly with the taxi company. But there has been an increase from eight per cent to 16 per cent in the number of users reaching out through 311 to share their experience.

Next steps

These results are just part of an overall look at how the city’s taxi industry is doing. Engagement will continue by talking and working with taxi drivers and brokers in the coming weeks. The City’s Livery Transport Services will also be looking at the full results to see where more improvements can be made.

“It’s all about constantly improving for Calgarians,” says Henriques. “They’ve told us what they think of the Calgary taxi industry. It’s now up to us to hear what they are saying and look for ways to act on those suggestions where and when possible.”

For more information on taxis in Calgary visit

Submitted by Jennifer de Vries, on behalf of Animal & Bylaw Services

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