Could Glasgow Taxis‘ instant QR code taxi feedback system work for operators and local authorities in other UK cities?
- Perry Richardson
- Aug 15
- 2 min read
Updated: Aug 17
Glasgow Taxis’ new QR code-based feedback form is designed to give passengers a quick and simple way to rate their journey before they leave the cab. With just a scan and a few taps, customers can score service, price, driver and vehicle condition, as well as leave detailed comments if they wish. The question now is whether this could be adopted by other taxi operators or licensing authorities across the UK.
Some councils already collect public comments about licensed drivers, but the process often involves filling in a form on the council’s website or sending an email after the journey. This can result in lower engagement, as passengers may forget the details or lose motivation to report feedback once they’ve moved on. The Glasgow model addresses this by capturing comments instantly, when the experience is still fresh.
Potential benefits for operators and councils
Rolling out a similar system elsewhere could provide valuable data on driver conduct and vehicle condition. Operators could act on negative feedback more quickly, dealing with complaints before they escalate. Licensing authorities could also use the data to spot trends, identify persistent issues, and even inform driver training programmes.
For passengers, the convenience factor is key. Completing the form during the ride or immediately afterwards increases the likelihood of accurate and honest feedback. A transparent process that makes it easy to commend good service could also boost driver morale.
Such a system could further strengthen trust between the public and the trade. By actively encouraging reviews and acting on them, both operators and councils can demonstrate that they take passenger satisfaction seriously.
Challenges and considerations
Introducing QR-based feedback nationally would require cooperation between drivers, operators, and local authorities. For larger operators, funding signage and managing an online system might be straightforward, but for smaller firms the cost and administration could be a barrier.
There is also the question of data management. Feedback forms must comply with data protection regulations, particularly if personal information is collected. Glasgow’s system avoids this by keeping submissions anonymous unless details are voluntarily provided, which could be a useful model for others, but could then become open to abuse for false claims against the driver.
Operators and councils would need to be clear about how the feedback is used. If passengers feel nothing changes as a result of their comments, engagement will quickly drop. Publicising changes or improvements made following feedback could help maintain trust and participation.
Driver reception to such schemes could vary. While many may welcome the opportunity for positive ratings, some might be rightly concerned about unfair or malicious comments. Clear policies for reviewing and responding to complaints would be essential.
While a QR feedback system has clear advantages, it should be viewed as one part of a wider approach to maintaining standards. Mystery shopper exercises, spot checks, and clear enforcement processes would still be needed.
If implemented well, however, the Glasgow approach could give other UK cities a useful extra tool to recognise trends, encourage good practice, and reassure passengers that their views count.
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