Posted on the 4th August 2025 in PHTM News

SECRET SHOPPER SURVEY PRAISES GUILDFORD'S TAXIS BUT HIGHLIGHTS AREAS FOR IMPROVEMENT

A "secret shopper" survey commissioned by Guildford Borough Council found that the borough's taxi and private hire services are providing a high standard of service to the public. However, the report also highlighted several areas that need attention.

The investigation, conducted by an external contractor, evaluated drivers on professionalism, vehicle condition, and compliance with licensing rules. The key findings were largely positive:

  • Professionalism and courtesy: the majority of drivers were described as professional and polite.

  • Vehicle standards: all vehicles were found to be clean and well-maintained.

  • Route knowledge: drivers generally had "good local knowledge," with minimal reliance on satnavs.

  • Compliance: the survey found "little evidence of overcharging" and confirmed that licence plates were clearly displayed.

While the overall results were favourable, the survey identified a few areas needing improvement.

Some drivers failed to clearly display their ID badges or tariff cards, making them difficult for passengers to see.

The report also noted that hackney carriages were "difficult to access at certain times and locations," particularly on weekday mornings and late nights. Additionally, instances of too many taxis at ranks, and the misuse of ranks by hackney vehicles for non-public hire purposes were observed.

The report also noted that while no passengers with visible physical impairments were refused service, drivers did not routinely offer assistance.

A small number of tests were also conducted to check for illegal "plying for hire" by private hire vehicles.

In all cases, the drivers declined to accept immediate, unauthorised fares, which the council noted as a "positive indication of compliance."

Councillor Merel Rehorst-Smith, Lead Councillor for Regulatory Services, expressed satisfaction with the findings, stating: "We’re pleased to see that our licensed taxi and private hire drivers are delivering a high level of service to the public."

She added that the council will "work closely with the trade to address these issues through education and, where necessary, enforcement."


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