Such information would boost customer satisfaction with public transport services, which are currently facing declining levels of customer satisfaction. The second-quarter results of the Customer Satisfaction Index of Singapore, conducted by the Institute of Service Excellence at SMU (ISES), showed that the year-on-year scores for the MRT System, Public Buses and Taxi Services sub-sectors fell by 6.8 per cent, 3.6 per cent and 6.1 per cent respectively. ISES Director Caroline Lim said: “Commuters’ expectations here have been shaped by the smooth operations of our public transport network until recently – the spate of MRT breakdowns in 2011. Operators and regulators will have to do more to engage commuters so as to give confidence, to bring back the sense of a seamless experience like it was in the past.”
Link:
https://www.smu.edu.sg/sites/default/files/smu/news_room/smu_in_the_news/2014/so...