SMU’s Institute of Service Excellence (ISE) released their report on customer satisfaction for airlines and public transport for the second-quarter yesterday. The study, which assessed customer satisfaction levels for the land and air transport sectors, was conducted from April to July, and polled a total of 6,750 people, comprising 4,300 Singaporeans and permanent residents, and 2,450 tourists.

On a scale of zero to 100, the MRT system scored 64.8 points, a fall of 1.6 points from the same period last year. ISE’s Head of Research and Consulting Chen Yongchang said, "It is clear that commuters' perceptions of quality relate to whether train operations are well managed, to get them to their destination in an effective manner."

The study also revealed that locals were more satisfied with budget airlines this year, compared with last year, with attributes related to flight experience such as "comfort of the journey" strongly impacting their perceived quality of budget airlines.