Co.Ta.Fi.
The taxi service
The taxi service is widely appreciated by those who use it, with a steady increase in customer satisfaction levels, reflecting a constant focus on quality and customer care.
This is a finding that has emerged from nearly ten years of surveys, commissioned by the municipal administration or by Uritaxi, the trade union that is most representative of the sector.
In recent years, even though Florence has become an increasingly difficult city in terms of traffic and mobility, customer appreciation has actually increased. This shows that the investments made by 4390 Taxi Firenze — the new headquarters and new radio dispatch center, a fleet that is increasingly less polluting, and strong attention to customer care — have paid off, with the service reaching high quality standards, among the best in Italy.
The taxi service in Florence
Study by GPF
Quantitative survey on user satisfaction with the taxi service in the Municipality of Florence, conducted by GPF – Inspiring Research (with the contribution of Uritaxi).
The report, prepared by GPF – Inspiring Research, presents data not only on frequency of use, time slots, and booking methods (radio taxi, app, taxi ranks, and street hailing), but also on average waiting times and the reasons for using or not using the service. A specific section is dedicated to overall satisfaction indicators and to satisfaction with individual aspects of the service (courtesy, comfort, safety, information, fares, and cost).
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Satisfaction by individual aspects
The satisfaction percentages from the various surveys conducted over the years to improve the quality of the taxi service
The first survey on the taxi service dates back to 2011.
It was commissioned by the Municipality of Florence. The majority of users rated the taxi service as satisfactory or positive.
- 96,8% service information
- 98,4% waiting time
- 99,2% availability and courtesy
- 99,0% ride safety
- 98,3% vehicle comfort
- 65,3% speed of travel
- 92,9% fare clarity
The second survey was conducted in 2015 by the Statistics Office of the Municipality of Florence.
Taxi driver courtesy and speed of travel are the aspects most appreciated by service users.
- 74,9% service information
- 94,0% driver courtesy
- 88,9% speed of travel
- 85,1% fare clarity
In 2017, Uritaxi commissioned a survey by the Piepoli Institute. The result?
88% of taxi users in Florence are satisfied (very or fairly satisfied) with the service.
- 95% availability and courtesy
- 94% comfort of the vehicle
- 93% ride safety
- 93% service information
- 92% speed of travel
- 85% waiting time
- 70% fare clarity
- 48% ride cost
