Dear TCQ members,
The Department of Transport and Main Roads (TMR) has conducted mystery shopper exercises in 2009 and 2011.
Please find the TMR’s summary below:
The Department of Transport and Main Roads has conducted mystery shopper exercises in 2009 and 2011. These exercises provided an overview of taxi industry performance and provided insights into the level of service being provided to Queensland taxi passengers. Action 9.2 of the Queensland Taxi Strategic Plan 2010-2015 provides for mystery shopper surveys to be conducted regularly to monitor and improve taxi industry standards.
The department engaged Roy Morgan Research to conduct a further round of the mystery shopper exercise in 2013, which was conducted over a four week period commencing in September. Overall, 1 371 journeys were undertaken across Queensland incorporating South East Queensland (Brisbane, Ipswich, Redcliffe, Gold Coast, and Sunshine Coast) and the regional centres of Toowoomba, Mackay, Townsville, Cairns and Rockhampton.
As with previous exercises, trips were undertaken during both peak and off peak periods and pick up points included hotels, airports, transport hubs and work/home addresses to simulate a variety of different journey types and passengers. In addition, 49 trips were undertaken in wheelchair accessible taxis by persons with a disability.
In summary, the results of the 2013 exercise are comparable with previous years. The overall Key Performance Indicator score was 77%, which is pleasing given that a rating of 70% is considered satisfactory. The report revealed consistently good results in the following areas:
• 88% of passengers rated their journey experience as satisfactory or higher
• journeys were conducted safely in 90% of instances which compares favourably with the 2011 result of 88%
• appropriate processing of fares increased substantially from 31% in 2011 to 49% in 2013
However, the 2013 mystery shopper exercise also highlighted some issues that need to be addressed in terms of the service, conduct and presentation of drivers and taxis in general. In particular the 2013 exercise identified several areas of concern:
• a decline in the number of drivers offering assistance to passenger with luggage, particularly in instances where the passenger was posing as a visitor.
• a significant number of drivers with no driver ID card on display
• an increase in the proportion of trips rated “very unsatisfactory” from 2% in 2011 to 6% in 2013
For your information, please find attached the copy of the Taxi Mystery Shopping Summary Report.
You can also find the report from the TCQ website at http://www.tcq.org.au/resources/taxi-mystery-shopping-2013-final-summary-report .