Commuters are less satisfied with MRT train services compared with a year ago, while taxi and public bus services saw an increase in customer satisfaction levels.
This is according to the second quarter Customer Satisfaction Index of Singapore, which was released by the Singapore Management University’s (SMU’s) Institute of Service Excellence on Wednesday (Sept 27).
On a scale of zero to 100, the MRT system scored 64.8 points, a fall of 1.6 points from the same period last year.
The perceived quality and value of train services was also lower compared with the year before for locals polled.
The study was conducted between April and July this year, and polled a total of 6750 people comprising 4300 locals and 2450 tourists.
“It is clear that commuters’ perceptions of quality relate to whether train operations are well managed to get them to their destination in an effective manner,” said head of research and consulting at Institute of Service Excellence Chen Yongchang.
In particular, customer satisfaction for the MRT system in July this year was found to be significantly lower relative to the preceding months of April, May and June.
The decline was correlated with the commencement of weekday signalling tests at the end of May.
On the other hand, public buses registered a score of 64.9 points, a 2.23 point increase year-on-year.
While taxi services scored 71.8 points, a year-on-year rise of 1.85 points, ratings for “comfort of the ride” fell. Local respondents also rated taxis lower on this compared with private-hire cars.
Overall, the land transport sector saw an increase of 0.99 points to 67.8 points from the same period last year. The sector comprises the MRT system, public buses, taxi services and transport booking apps.
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