According to the 2014 second quarter Customer Satisfaction Index of Singapore conducted by the Institute of Service Excellence at SMU (ISES), customers of the transport and logistics, and private education sectors were generally more unsatisfied with the providers’ services compared to previous years. A key finding within the MRT sector saw that those who used more than one mode of transport were significantly less satisfied with the MRT operator than those who only used the MRT to go to work. ISES Director Caroline Lim said that “This finding suggests that factors outside the control of SMRT and SBS Transit’s train networks are negatively impacting customer satisfaction for these operators.” “This is an example of how designing a rigorous experience will sometimes require companies to think outside the box, and indeed outside the company, to involve various stakeholders that will have a role in ensuring a positive customer experience,” she added.