TfL Ref: FOI-2828-2425

Thank you for your request received by Transport for London (TfL) on 3^rd December 2024 asking for information about Taxi and Private Hire services.

Your request has been considered under the requirements of the Freedom of Information Act 2000 and our information access policy. 

Specifically you asked: 

“Please provide summary documents for quantitative and qualitative studies conducted by TfL related to taxi and private hire services, post January 1, 2020. This includes but is not limited to:

• Surveys

• Focus groups

• Secret shopper studies

If the volume of documents is extensive, please contact me to discuss narrowing the scope of the request.”

We have identified two annual Taxi and Private Hire Customer Satisfaction Surveys which have taken place since 2020. Please find these attached. 

Additionally, we carried out some research with taxi and private hire customers in 2024 which showed the following key findings: 

• Black cabs and minicabs are used by most Londoners, as part of a wider repertoire of modes: 

1. Most Londoners have used black cabs and minicabs, though they are used relatively infrequently vs. other modes including public transport and private car 

2. The most frequent users tend to be more affluent, younger men 

3. Londoners feel they have used black cabs and minicabs less over the past year and expect this decline to continue. Given that the main barrier to use is expense, it’s likely that economic factors are playing a role 

• Most use them for leisure journeys, driven by a need for convenience: 

1. Reasons for using black cabs and minicabs include meeting up with friends and family, and getting to/from an airport or station, likely linked to luggage 

2. Timeliness, ease, comfort and convenience all play a strong role in driving customer choices, and black cabs and minicabs meet these needs effectively 

3. If they weren’t available, most customers would find an alternative way to make their journeys, usually by public transport 

• They are also used by certain groups to meet specific safety and accessibility needs:  

1. Public transport isn’t always seen to fully meet these needs; therefore the option of black cabs and minicabs allows people to still make journeys 

2. Women use black cabs and minicabs as part of a wider safety strategy. This can be both planned and spontaneous; and for whole or part journeys 

3. Customers with accessibility needs use these modes to meet a greater need for control and comfort; not just to improve enjoyment but rather to minimise potential pain and distress 

• Interaction with car ownership is complex. These services do not simply replace private cars: 

1. Around half of black cab and minicab users also use private cars. Reasons for using a black cab or minicab instead of the car they own include alcohol consumption or increased ease vs. driving, because there is no need to worry about parking 

2. Black cab and minicab users are slightly more likely both to want to get rid of their car, and to want to buy another car: their future behaviour is not set in stone, and may reflect a wish to get rid of their current vehicle without yet deciding when they will replace it 

3. Black cab and minicab users who are car-free, say the option of these modes plays a smaller role in their decision to not own a car vs. the option of public transport, as well as financial factors such as the cost of running a car 

You may also be interested in historical surveys, driver diaries and customer focus group activities which we have published online here: www.tfl.gov.uk/corporate/publications-and-reports/taxi-and-private-hire. 

Please let me know if this is not the information you are looking for, or if you are unable to access it for any reason. 

 
Please see the attached information sheet for details of your right to appeal as well as information on copyright and what to do if you would like to re-use any of the information we have disclosed. 

 
Yours sincerely,

David Wells 
FOI Case Officer 
FOI Case Management Team 
General Counsel 
Transport for London