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Focus groups were carried out across Northern Ireland with the aim of investigating public experience of using taxis and their expectations of the service that a well-regulated taxi industry should provide.

The results highlighted the main strengths of taxi services - a means to get home, the opportunity to have a few drinks, comfort, warmth, no need to find a parking space, cleanliness, door-to-door service - and the main weaknesses - limited availability at peak times and poor timekeeping.