According to the latest report by the Institute of Service Excellence at SMU (ISES) on the Customer Satisfaction Index of Singapore, the land transport sub-sectors – MRT System, Public Buses and Taxi Services – posted an improvement in customer satisfaction scores. SMU Assistant Professor of Marketing (Practice) and ISES Academic Director Marcus Lee said that such an observation suggests that customer satisfaction with public transport operators is multi-faceted and improving satisfaction will take more than reliable trains and frequent buses. He added that operators will need to have in place a collaborative and integrated strategy to improve the commuting experience.