Taxi Industry Board of Advisors

Nashville, Tennessee

Customer Survey

Date: October through December 1998
Survey Conducted by: TIBA, and other concerned taxi drivers.
Summary presented to or will be presented to: Members of the Nashville Convention and Visitors Bureau, the Taxicab and Wrecker Licensing Board staff Director, select members of the Metropolitan Council, members of the Taxicab and Wrecker Licensing Board, and any other interested person or entity interested in these results.

This data was collected by Taxi Industry Board of Advisors board members and other concerned taxi drivers. The results are taken from 600 surveys given to and completed by the riding public. TIBA believes this information to be an accurate reflection of the taxi riding publics view of Nashville's Taxicab Industry as compared to other cities.

In addition, this survey gave the customer an opportunity to voice their concerns and needs about the "Taxicab Industry" as a whole, and what they consider to be important to them.

The results of this survey are really nothing new to those of us who drive taxi's. What needs to happen now, is for the regulators to look at, and recognize what our customers are saying.

As you will notice in the survey, these customers represented a "world wide" view and were frequent riders. Therefore, TIBA believes the results of this survey speak for the majority of everyone's customers. As we collected these surveys, it became clear just what the customer wanted. Not what the "regulators or whoever" thought (and sometimes correctly) they wanted.

For the Taxicab Industry to become healthy and perform quality service, then it must be an "economically" viable industry for the DRIVER. Many things contribute to this, and the cost of operating a business (and we are if they say we are independent contractors) is being added to needlessly by over regulations in some key areas.

The cost of replacing cars, increases in insurance rates (up 50 to 70% in the last 10 years), increases in maintenance cost, as well as an increase in the cost of living at 38% in the last 10 years, will, without more flexibility in the rules, continue to drive our industry into poverty. Not for the company owners, (they will always find someone to drive, but at what cost to service) but for the drivers.

Ken Bowman
Vice-President, TIBA

tiba@home.com

Survey Data as supplied by TIBA

The following data was collected by TIBA board members and other
concerned taxi drivers. This data is taken from 600 surveys given
to and completed by the riding public. We believe this data to be
an accurate reflection of the taxicab riding public's view of
Nashville's taxicab industry as compared to other cities. It also
reflects their concerns for what is important to them in regards
to the taxicab industry as a whole.

As it is a goal of TIBA, the Nashville Chamber of Commerce, the
Nashville Convention and Visitors Bureau, the Taxicab and Wrecker
Licensing Board, the Mayor, and indeed the city of Nashville to
facilitate the wishes of the cab riding public, we believe the
opinions as expressed in the surveys are relevant and very important. 

Total number of surveys presented:      600
Nashville area respondents:             140
Out of state respondents:               416       48 States & D.C.
Foreign country respondents:             36       12 Countries


    A.  Are you visiting Nashville for
        the first time?                YES 38.0%    NO  61.7%

        (a). If no, how many times a year do you
             visit Nashville?          2175       Ave.  7.63

    B.  Are you visiting Nashville
        for business        85.7%          or pleasure  15.2% (some said both)
 
3.   Approximately, the total number of times a year you utilize
     taxicab services.                25294       Ave 42.2

4.   If applicable, how would you compare Nashville's Taxi Industry
     to others you have utilized?

     Superior to__34.7%   About the same__60.9%    Inferior to__4.4%  (562 Responses)

5.   Explain:  See below

6.   What do you look for in a taxi?  See below 
                                                            (596 Responses)
7.   Did you notice what kind of vehicle you entered?   YES__51.2%    NO__48.8%

8.   Did you notice what year model this vehicle is?    YES__16.8%    NO__83.2%

9.   What is important to you when you choose to take a taxi
     versus other means of for hire transportation?  See below

10.  In what areas can we, Nashville's Taxi Industry, improve to make
     your experience riding in our taxis more pleasurable?  See below

Question 5:  (If Superior or Inferior)  Explain:
  
                             (255 Responses)         (29 Responses)
                               Superior To             Inferior To
Friendlier Drivers             115  (45.1%)             2  ( 6.9%)
Knowledgeable Drivers           52  (20.4%)             4  (13.8%)
Cleaner Cabs                    42  (16.5%)             5  (17.2%)
Accessibility                   25  ( 9.8%)            10  (34.5%)
English Speaking                21  ( 8.2%)             2  ( 6.9%)
Other (credit cards, dispatch, etc.)                    6  (20.7%)

Question 6: What do you look for in a Taxi?  (1186 Responses)
Clean Car/Driver                                                26.5%
Friendly Driver                                                 18.3%
Quick Service (convenience and availability)                    12.8%
Knowledgeable Driver                                            11.0%
Safety                                                           9.7%
Comfort (a/c, heat, seat belts, smooth ride, new car, and smell) 7.4%
English Speaking Drivers                                         2.1%
Other   (credit cards, etc.)                                    12.2%
Loose change                                                     0.1%

Question 9.  What is important to you when you choose to take a
taxi versus other means of for hire transportation?  (904 Responses)

Promptness and Availability                                     28.2%
Convenience							20.0%
Courteous and Knowledgeable Driver                              11.8%
Reasonable rates and Cost					10.3%
Safety (Comfort, privacy, seat belts)                            9.3%
Direct Transportation                                            7.4%
Clean Car							 6.7%
Other	(credit cards, etc.)					 6.3%

Question 10.  In what areas can we, Nashville's Taxi Industry, improve
to make your experience riding in our taxis more pleasurable?  (166 Responses)

Improve Driver Knowledge of area and attractions                15.1%
Have Cleaner Cabs						13.9%
Improve English speaking ability of drivers                     10.2%
Have newer and better-maintained cars                           10.2%
Have no smoking cabs                                             9.0%
Improve availability and promptness of cabs                      8.4%
Make Rates more reasonable or go to zone rates                   6.6%
Post Rates, driver I.D. and complaint phone number               5.4%
Other								21.1%
Free food and television					 0.1%


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