An online survey conducted by the SMU of about 7,500 people showed "substantial increases" in commuter satisfaction scores from May to July, compared with the same period last year. Presenting the results, Mr Chen Yongchang, Head of Research and Consulting at the SMU's Institute of Service Excellence (ISE), said that with more people returning to work, commuters are asking for more. It will take a while more before the new normal for consumer satisfaction stabilises in a post-pandemic world, he said, and more conclusions can then be drawn. Commenting on train operators getting the lowest rating, Ms Neeta Lachmandas, the Executive Director of ISE, said: "This is not surprising. The airports are emptier because of the lack of tourists while the trains are more crowded after the circuit breaker restrictions got lifted.