Quality

Quality Assurance to Ensure Service Levels 

 

Taksi Helsinki Oy has a quality system certificate issued by Taksialan laatukeskus (the Taxi Industry Quality Centre).

We also pioneered the development of an internal quality charter system for taxi drivers, and this new system was rolled out in the industry in 2013.

We keep constant track of customer satisfaction and continuously improve our services to better meet customer needs and expectations.

 

The Quality Agreement System

 

The internal quality charter system for taxi drivers has been in place at Taksi Helsinki since the end of 2013, and it has proved highly effective at improving service quality.

On a scale from one to five, roughly 95 per cent of customers surveyed give our service a score of three or more.

All customer complaints about taxi drivers are assigned to Taksi Helsinki taxi inspectors, who investigate each case and interview the driver, as needed. Based on the results of the investigation, a separate quality institution makes a decision on the potential revocation of a driver's quality status for a fixed period.

Taksi Helsinki primarily directs all special orders, such as pre-orders and orders made by SMS or the Taksi Helsinki app, to its quality-verified drivers. Quality-verified drivers are also required for any taxi rides reimbursed by Kela, the Social Insurance Institution of Finland. Customers ordering a taxi directly from the Helsinki taxi centre can also specifically request a quality-verified taxi, if desired.