Satisfaction level up for MRT service: Survey

SMU's Institute of Service Excellence (ISES) released the 2016 second quarter Customer Satisfaction Index of Singapore (CSISG) results for the Air Transport, Land Transport, Logistics, Public and Private Education sectors. According to the latest report, consumers have grown more satisfied with the MRT as well as the overall land transport sector in the past year. The MRT had a customer satisfaction score of 66.4 in the latest Customer Satisfaction Index from April to July. This was up from its score of 62 for the same period last year. "From the data, train reliability and helpfulness of staff were key drivers of quality," said ISES head of research and consulting Chen Yongchang. Within the overall land transport sector, taxi services scored 70, up from 65.9 last year. For the first time this year, participants were asked to rate their satisfaction levels with land transport booking apps. Uber ranked first with a score of 69.7, followed by Grab and ComfortDelGro. "Given the recent increase in the availability and adoption of mobile apps within the land transport space, we found it timely to introduce, for the first time, a new sub-sector that tracks customer satisfaction in this area," said ISES Executive Director Neeta Lachmandas. She added that security and factors associated with ease of use of the apps were key factors in the perceived quality of the apps. The study also found that customers have grown more satisfied with the air transport and public education sectors over the past year.