Website URL : http://www.cherwell.gov.uk/index.cfm?articleid=12201

Taxi rating scheme puts passengers in the driving seat

Taxi passengers can now rate their experiences with the launch of a new scoring system designed to improve customer satisfaction.

Today (Monday) Cherwell District Council launched the 'Rate My Taxi' initiative allowing members of the public to provide scoring on five different questions associated with their journey.

The scheme has been introduced to enable passengers to easily provide honest feedback on their journey and enable Cherwell to monitor customer satisfaction levels.

Cllr Kieron Mallon, Cherwell's lead member for public protection, said: "Taxis provide an important service to the community and drivers are entrusted to transport customers safely to and from their destinations. This includes people travelling on their own, children on their way to school and people returning home late at night - all of whom want reassurance that the driver they choose is providing the highest standard of service.

"The 'Rate My Taxi' initiative is designed to give customers the chance to score their journey based on five questions using a grading of poor, good or excellent. This will not only make drivers accountable for their journeys, but will enable us to monitor their performance to ensure customer satisfaction levels are as high as they can be."

Each taxi has been given a 'Rate My Taxi' card which contains a QR code specific to their vehicle. The card will be displayed in the top left windscreen or on the separation screen for Hackney Carriages.

By scanning the code, customers will access a short survey asking them to rate the driver's driving ability and customer service as well as the condition of the interior and exterior of the vehicle. They will then be asked to rate their overall experience as either poor, fair, good or excellent with the opportunity to include additional comments.

After a 12 month period the top six rated licensed taxis will be awarded with a certificate of excellence which can be displayed for the benefit of customers and to promote their business. These six taxis will also have their achievements recognised on the Cherwell District Council website.

The 'Rate My Driver' scheme starts today (Monday, 7 August). For more information email licensing@cherwell-dc.gov.uk or call 01295 753744.

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