Engaging the public to rebuild trust

According to the latest report by the Institute of Service Excellence at SMU on the Customer Satisfaction Index of Singapore, taxi services, public buses and MRT trains all showed an improvement of around 2 per cent in their customer satisfaction scores. SMU Assistant Professor of Marketing (Practice) and ISES Academic Director Marcus Lee said it suggests that customer satisfaction with public transport operators is more multi-faceted and improving satisfaction will take more than having reliable trains and frequent buses. He urged both the operators and regulator to rebuild trust in the public transport system by emphasising competence, benevolence and integrity in their engagement with the general public.