Satisfaction with public transport dips

Satisfaction with public transport dips

CUSTOMER satisfaction with Singapore's public-transport system, in particular trains and buses, has taken a hit.

The latest quarterly figures released by the Institute of Service Excellence (ISES) of the Singapore Management University yesterday put the Customer Satisfaction Index for the Mass Rapid Transit (MRT) system at 64.1 points out of 100 in the last few months, down from 67 last year.

The index for public buses fell to 61.1, down 1.8 points.

The ISES, which also released figures for education yesterday, said the public-transport sector's score might have fallen on the back of the switch to distance-based fares, and also because of overcrowding.

Distance-based fares were introduced on July 3, upsetting those commuters who found themselves paying more.　Industry watchers said that the security breach at SMRT's Changi train depot in May could have also led to negative sentiments.

Dr Marcus Lee, ISES' academic director, said: "The dip is due to a drop in perceived value of the service, which means that commuters do not feel they are getting (enough) bang for their buck."

He added that the opening of the Circle Line could also have led to an overall lower score for the MRT system.

This may sound counter-intuitive, he said, but explained that when commuters get a new line that is less crowded, it makes them less satisfied overall "because they compare their commuting experience on old lines with the new one and expect more".

-News courtesy of Omy-