Guildford taxis rated highly in mystery shopper survey with only a few minor improvements flagged
- Perry Richardson
- 13 hours ago
- 3 min read
Taxi and private hire services across Guildford have received positive feedback following a mystery shopper survey commissioned by the local licensing team.
The assessment, carried out by an external contractor, tested service quality by sending customers on a variety of journeys in Hackney and private hire vehicles. The review focused on driver conduct, vehicle condition, customer service, route knowledge and compliance with licensing rules.
Findings showed that most drivers were professional, well-presented and provided a good level of customer service. Vehicles were consistently clean and in good condition. Drivers displayed strong knowledge of the local area, with minimal reliance on satellite navigation and very few routing issues.
Communication levels were generally high, with good spoken English observed across the board. Where standards fell slightly, communication between driver and passenger still remained effective.
Compliance with licensing regulations was also noted. Licence plates were properly displayed, meters were used correctly in Hackney carriages, and there was no evidence of overcharging. In checks on illegal plying for hire, all private hire drivers correctly refused immediate bookings, in line with licensing rules.
The survey did, however, identify some areas for improvement. A number of drivers did not clearly display their ID badges and tariff cards, which should be visible to all passengers. Accessibility was flagged, with no drivers refusing passengers with visible impairments, but assistance was rarely offered.
Hackney carriage availability was also limited in some parts of the town, particularly near G Live, the Harbour Hotel and popular restaurants. Late evening and early morning availability was noted as low, especially during weekdays.
Over-ranking during busy periods was observed at key locations including the bottom of High Street, Friary Rank and the railway station. Some taxi ranks were also misused by drivers parking while not available for hire, reducing space for public use.
Guildford’s licensing team said they remain in regular contact with drivers and are encouraging clearer ID badge display and more active support for elderly and vulnerable passengers.
Lead Councillor for Regulatory Services at Guildford Borough Council, Cllr Merel Rehorst-Smith, said: "We're pleased to see that our licensed taxi and private hire drivers are delivering a high level of service to the public. From the cleanliness and condition of the vehicles to the professionalism and local knowledge of drivers, the findings reflect a strong commitment to customer service across the board.
"The survey has highlighted some areas where we can do better and we'll work closely with the trade to address these issues through education and, where necessary, enforcement.
"Public trust in our licensed taxi services is vital, especially for those who rely on them regularly. This particularly includes elderly residents, people with disabilities and visitors to our borough. This exercise shows that our residents should feel safe and confident when stepping into a licensed vehicle and it's important these high standards are maintained and celebrated.
"To maintain high standards, we're in ongoing contact with taxi drivers. Anyone who is concerned about the standard of service provided can report any suggestions to the council by using the online form."
