In fact, they could even mask brewing dissatisfaction, as the unhappy commuters who are not complaining may well take their grievances elsewhere. ISES Director Caroline Lim said: "As a company, you can't control how many complaints you get – but you can manage the complaints well." She suggested staff empowerment and redesigning service touch-points as possible solutions.
Additionally, ISES felt that tourists have a different frame of reference, and so hold Singapore's public transport services to a much higher standard. They expect something different and much better when they are here; whereas for locals, commuting is routine and they know what to expect. ISES Academic Director Associate Professor Marcus Lee advises business owners of large companies to start a measurement plan for customer satisfaction and hire a firm or have a department do the measurement. He also advised business owners against being biased with their measurements. "It shouldn't be a feel-good measurement. You want to do measurements to find out where you are doing well, and where you are failing your customers, because no one is perfect."
Link:
https://www.smu.edu.sg/sites/default/files/smu/news_room/smu_in_the_news/2014/so...