QUESTIONNAIRE

GENERAL QUESTIONS
1.
2.
3.
4.

Owner of the company ?

Total number of employees?
Organizational hierarchy?
How many vehicles do you operate:

TEXT BOOK BASED QUESTIONS

1. How are the interaction between the employees and the customer whether they are just
focused on one- time relations or long term relationship oriented ?
2. What kind of organizational structure/ culture do they have?
3. What kind of service encounter quality to they believe in? like whether it is (Tangible,
Reliability , Responsiveness, Assurance or empathetic experience they provide with) ?
4. What are the customer expectations out of the service you'll provide , are they often
successfully met and how? ( Also Do they practice CRM )
5. Employee Recruitment procedure?
6. How do they manage their employees and retain them?
7. What kind of trainings are provided to employees and how often? (If any)
8. Apart from salary are they provided with any other compensation?
9. Do they have any motivational schemes for the employees?
10. Are locals benefited by their business ? ( How many locals are employed in the firm)?
OTHER QUESTIONS
1. Does the organization clearly define the position objectives, requirements and
candidate specifications in the recruitment process
2. The employees role in the organization?
3. What are their operational procedure?
4. what are the tools provided by the company to their employees to render right
service?
5. How do they solve employee-related problems?
6. Is there a procedure for the instruction of new staff?
7. How long is the working day?
8. Courses in: first aid, driving, service-oriented business, conflict resolution
9. Any Handbook for taxis
10. Are the drivers prepared in case of robbery or carjacking?
11. Declaration of work accidents,
12. Factors contributing to regular attendance at work and low sickness rate;

13. What are the terms of any written lease agreement between the owner/operator or taxi
company and the driver?
14. Who controls the taxi licence?
15. Does the driver operate the taxi as his/her own business?
16. Who controls the availability of work, decides how many taxis are out at any given
time and sets the drivers hours?
17. Is the driver permitted to hire or employ a replacement driver or sub-lease the taxi to
others?
18. Does the driver always drive the same taxi?
19. Does the driver share in the profits of the taxi business?
20. Who is responsible for maintaining and cleaning the taxi and paying for repairs?
21. Is the driver subject to discipline or dismissal by the taxi owner or business?
22. Can the driver use the taxi for personal use when not at work?