Some 2,300 people were surveyed on their public transport experiences by the Institute of Service Excellence at SMU (ISES) between April and June 2012. ISES Academic Director Marcus Lee commented: "What we found was that customer expectations have not changed year-on-year. Despite all that has happened, people still expect the same level of service quality, or commuting experience from the operators…But…perceptions of what they're receiving has dropped significantly from the previous year." The CSISG also found lower customer satisfaction in the public and private education sectors.
ISES Academic Director Marcus Lee maintained that commuter expectations for public transport has not gone down despite the series of MRT breakdowns and issues concerning overcrowded buses. He added that their analysis showed that touch points like arrival frequency of trains and buses are very essential for commuters.
Link:
http://media.smu.edu.sg/occ/20120904_2200_CNA.asx, http://www.smu.edu.sg/news_ro...
http://www.smu.edu.sg/news_room/smu_in_the_news/2012/sources/SGN_20120906_1.pdf,...