Results from the Transport Services Survey

The Western Uusimaa Wellbeing Services County conducted a survey in March for residents using transportation services in accordance with the Social Welfare Act or the Disability Services Act. The survey was sent to 8509 clients, receiving a total of 2862 responses.  Of these, 1766 respondents were from Espoo, 60 from Hanko, 31 from Ingå, 64 from Karkkila, 76 from Kauniainen, 317 from Kirkkonummi, 153 from Lohja, 189 from Raseborg, 35 from Siuntio, and 145 from Vihti. The response rate was 34%. A total of 618 responses were in Swedish, most of which were from Raseborg (201 responses), Espoo (155 responses), and Kirkkonummi (95 responses). 

The multiple-choice questions in the survey concerned ordering transport services, the driver's competence, and consideration of individual needs. Respondents could freely answer questions about what is most important to clients of transport services and what should be considered when developing these services.

Based on the responses, the most important features in ordering the service were:

1. Ordering a ride by phone (92%).
2. Ordering a ride directly from the driver (61%).
3. Taking a ride directly from the cab stand (47%).

In addition, 23% of respondents also valued the ability to use an app when ordering a ride.

According to respondents, the most important features of a driver’s competence are helpfulness and friendliness (79%), Finnish or Swedish language skills (65%), and the driver’s ability to reach the destination without passenger guidance (56%). The driver's knowledge of the place and expertise in serving special groups were also valued.

In terms of considering individual needs, respondents prioritised driver’s assistance when needed (93%), vehicle suitability for the client’s needs (83%), and the client’s ability to choose the transport service most suitable for them (66%). Voluntary combining of rides was supported by 22% of respondents.

Customer feeback from Espoo: “It’s fine by me if rides are combined, as long as travel times do not increase unreasonably, [...]."

When comparing responses between different groups, some notable differences were found between clients under the Social Welfare Act and clients under the Disability Services Act, as well as between Espoo and other municipalities. For instance, 65% of Disability Services Act clients would order a ride from a specific driver, compared to 51% of Social Welfare Act clients. Among Social Welfare Act clients, 65% expect the driver to have good local knowledge, compared to 50% of Disability Services Act clients.

In Espoo, 54% of clients would order a ride directly from a specific driver, compared to 72% in other municipalities. In Espoo, 51% of clients would take a ride directly from a cab stand, compared to 39% in other municipalities.

On the other hand, no significant difference was found between Finnish and Swedish language responses.  The Swedish-language responses emphasised the wish for improving the quality of Swedish-language services.

Customer feeback from Raseborg: ”[…]. I’m not satisfied with the Taxi Centre as their staff speaks only Finnish, and I don’t understand it too well.”

The open-ended questions received over 4000 responses. From the responses, it was possible to infer that the municipalities with the lowest availability of transport services were Ingå, Hanko, Raseborg, and Lohja. The issues brought up largely related to the availability of transportation, particularly in the evenings and weekends. For example, based on the responses, there is only one vehicle available in Hanko, making it nearly impossible to get a ride. There are also issues with the waiting times for an ordered transportation. Additionally, limitations to travel distances based on neighbouring municipalities are seen as problematic, particularly in Lohja.

Customer feeback from Lohja: “Having a taxi available during the day and evening would make it all work. So that the waiting time would not be too long. And there wouldn't be a feeling of uncertainty about whether to leave home, as it’s so difficult to get taxis.” 

90% of Espoo respondents mention that the Transport Services operating in the area does not always provide an acceptable quality of services. For instance, the waiting time for the telephone service is long, and there is a shortage of vehicles. On the other hand, respondents also expressed satisfaction with the service. For example, they appreciated the possibility to order both the outward and return journey with a single phone call.

Respondents highlighted several important factors to consider for improvement, such as:

• Drivers should receive training for working with clients who are psychologically or physically unwell.
• Drivers should speak the client's native language and be more service-oriented.
• The number of vehicles should be increased, and they should be kept clean.
• Drivers should be proficient in handling and securing assistive devices.
• For clients who do not need an accessible car, a regular sedan car could be used.
• Giving feedback should be made easy.
• A specific, regular driver would bring a sense of security to the client.
• Combining rides is seen as suitable, for example, when the combination has been agreed upon in advance or when travel times do not increase excessively.
• Incentives increase the willingness to combine rides.
• The possibility to arrange a return journey at the same time as the outward journey should be available to ensure a return ride and avoid long waiting times.

Customer feeback from Espoo: “The most important thing is that ordering the ride is problem-free and the transportation arrives as agreed.”