Islanders to rate taxi drivers using QR codes

Jersey taxi drivers will soon be rated by passengers

Passengers will soon be able to rate their taxi drivers using a new feedback system, a minister has said, after a report found widespread dissatisfaction with services.

Infrastructure Minister Andy Jehan said passengers would be able to scan QR codes in taxis to rate their driver "quickly and conveniently".

The study, commissioned by Driver and Vehicle Standards (DVS) and carried out by research firm 4insight, found 78% of respondents gave negative feedback with complaints ranging from poor availability and inconsistent pricing, to questionable driving and rudeness.

Constable Jehan said: "This initiative will further strengthen the feedback loop and support continuous improvement."

Infrastructure Minister Andy Jehan said passengers would soon be able to scan QR codes in taxis to rate their journey

The report, released after a freedom of information request, found only 9% of islanders gave positive feedback.

Complaints included a lack of taxi ranks, high prices and inconsistent service.

Two new ranks have been introduced in St Helier with a third due to open on Gloucester Street later in October.

Mick Tostevin, Secretary of the Jersey Taxi Drivers Association, said the industry supported the new system.

"We actually welcome the QR code idea because it's much fairer - you're rating that driver for that particular journey in real time," he said.

Mr Tostevin added that taxi drivers were already embracing technology to improve service quality.

"Since 2018, the Jersey Taxi App has received over 5,300 reviews, and 95% of those are 4 or 5 stars — we're very proud of that."

He added: "It hurts to read reviews that are quite damning about all drivers when most are doing their best and promoting the Island in a positive way."

'Positive step'

Constable Jehan said the new system should be running in the "next few weeks".

Danny Butlin-Policarpo, operations manager at app-based taxi company Ryde, was also in favour of the initiative.

"We really welcome the move by DVS to introduce QR codes for passengers to rate their driver - it's long overdue and great for the customer experience."

He said Ryde already used a similar internal system and hoped the government would act on the feedback collected.

"We hope DVS takes the data seriously and acts on it, rather than just letting it sit in a database," he said.

Mr Butlin-Policarpo added: "This QR system is a positive step and it's good to see DVS taking a more active role in improving standards across the industry."