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SMU poll: Singaporeans are less satisfied with public transport service

Posted by temasektimes on September 4, 2012

According to a survey conducted by the Singapore Management University’s Institute of Service Excellence (ISES) between April and June 2012, Singaporeans are less satisfied with the public transport service compared to a year ago

The study showed that commuters had significantly lower perceptions of quality in public buses and the MRT system.

Public satisfaction in MRT service drop by nearly 9 percent to 62 points while public bus service fell by seven person to 61.6 points.

Speaking to queries from the media, ISES Academic Director Marcus Lee said the scores are far from the national average for satisfaction levels, which is close to 70:

“Our satisfaction ratings are on a 0 to 100 scale. To give you some context, a company known for very good service like a very good hotel will score in the 80s. The MRT system and buses are scoring in the low 60s. The national average is close to 70, so we are very far from the average satisfaction level in Singapore.”

There is no immediate comment from the Transport Minister Lui Tuck Yew on the latest findings.


20 Responses to “SMU poll: Singaporeans are less satisfied with public transport service”

  1. Ivy said

    The kind of “First World” transportation system we have:

  2. NaBey said

    U know why lui tuck yew no comment?
    Because big boss not in spore!
    “Tree down monkey run”

  3. Bb said

    No need to survey you know the answer

  4. Lawrence Lim said

    I think Singapore has one of the best Public Transit in the world. Singaporeans are just too spoiled and taking things for granted. If there are issues, addressed them and please remember that for anything mechanical, it will breakdown. If your own car breaks down occasionally, what do you expect from MRT ?

    • Invictus said

      I agree with you that all things mechanically breaks down (heck, even our bodies break down). The issues here are :

      A. The intentional reduction in maintenance budget, despite the increase in train usage, which reflect gross negligence
      B. MRT’s focus on retail space rather on its core business
      C. Clear lack of direction, procedures and passenger management when a breakdown occurs.

      Surely these are areas that is within train company’s control.

    • The other Hard Truths said

      @Lawrence Lim, please wake up sir. Singapore used to have one of the best public transport system, until the Rich got really greedy and Money became “No Enough”.

      We are paying multi-millions to devilish individuals who claim to be semi-celestial dem-Gods who are super clever…..thus, we have the right to expect much better things from these unhuman species. Got that, you dumb head!

      If you are standing on the side of these semi-celestial beings, it would be natural for you to say that Singaporeans are just too spoiled. However, if we do not complain and keep these money-sucking beings on the ball, do you think they will bother to improve? Come on! You need to view these complaints in a positive light……these are NOT complaints, just valuable feedback!!!!!

      Let me tell you something……even cities like Shenzhen, Beijing, etc in China have better public transport systems, and better still these do not attempt daylike robbery on the public.

  5. Exaggerated said

    we are the victims of our own success

    with minimum confidence in expensive public transportation, the cost of owning our own transportation is made unaffordable to general public

    with HDB public housing price at such pricing, general public wouldnt even think of private housing

    public education getting more costly, utilities cost raise at ridiculous reasoning, companies suppressing wages at the support of government policies

    people have no means of alternate choices, no real means of fighting back, no guts to fight for our own rights

  6. Chua Richard said

    Since my first letter to a newpaper forum almost 4 years ago,
    [!/photo.php?fbid=243935302346290&set=a.206696282736859.51346.206644792742008&type=1 ]

    I posted and posted on FB for almost 4 years [at ST FB, TODAY Newspaper FB, TNP FB ETC] to SBS about the WAB – Wheelchair Accessible Bus services which do not have 100-percent WAB.


    Ironically SBS sends non-WAB to try n pick up PIW – People In Wheelchair on their WAB Service Routes,
    while deploying lots of WAB on their non-WAB service routes.

    PIW waiting to board a WAB can be up to an hour, and that’s during off peak hours. ‘

  7. Chua Richard said

    Plus below which I posted on TODAY Newspaper FB on 10 Dec 2011, which i think LTA n SMRT did a ”One-Eyed Dragon”.

    N strangely all my postings on issues about handicap people, esp wheelchair users were deleted.

    Then I was banned from TODAY Newspaper FB n Straits Times FB even till today –!/permalink.php?story_fbid=249164728479130&id=206644792742008

  8. Lim said

    # 4 says he thinks “Singapore has one of the best Public Transit in the world. Singaporeans are just too spoiled and taking things for granted…for anything mechanical, it will breakdown. If your own car breaks down occasionally, what do you expect from MRT ?”
    Another classic example of hammering Sporeans instead of targetting what is wrong with our public transport when they point out a FACT that our public transport is below par. Then he scolds them for being `spoiled and taking things for granted’ when the scolding should be reserved for those incompetent management of our public transport.
    Secondly the buses and trains are not his private car which is allowed to `break down occasionally’ but a critical component of our economic lifeline. They are supposed to have maintenance teams and regimes and the breakdowns are not `occasionally’ by the furthest stretch of imagination but very frequently!
    His last question `What do you expect from MRT?” deserves only one answer – a public transport system wiith standards befitting a First World country. And don’t even think of asking us to go try North Korea’s transport system please!! -to your surprise they may be far better than our MRT and buses for all you know.

  9. Chua Richard said

    -posting on TODAY Newspaper FB should Nov 21, not Dec 10 2011

  10. Chua Richard said

    [ ]

    To : CEO SMRT
    To : CEO LTA

    [ ]
    Quote :
    ” And in the event a lift breaks down, passengers who use wheelchairs are directed to the next station where they will be able to use the lift to exit the station. A complimentary taxi service is then arranged to take them back to the station at which they had intended to alight. ”

    1. In the event of a lift breakdown, does the complementary ride includes the London Cab,
    for those PIW – People In Wheelchair, who cant transfer into normal taxi, either ‘cos he/she is using a ‘powerchair’ or due to severity of injury?

    2. In the event of a train service disruption/breakdown etc, and no WAB Service is available,
    does the transfer includes the complementary use of the London Cab, for those PIW – People In Wheelchair, who cant transfer into normal taxi, either ‘cos he/she is using a ‘powerchair’ or due to severity of injury.


  11. solaris8899 said

    the result is expected.

  12. Chua Richard said

    Above was posted at​TheStraitsTimes#!/​TheStraitsTimes/posts/​274962705889054​thenewpaper/posts/​10150447606537295​REACHSingapore#!/​REACHSingapore/posts/​270538322995860​yahoosingaporenewsroom?sk=w​all&filter=1#!/​yahoosingaporenewsroom/​posts/288394304537896

    [ Extracted from –!/permalink.php?story_fbid=249164728479130&id=206644792742008&comment_id=2651488&offset=0&total_comments=1 ]

  13. Chua Richard said

    Above was posted at​TheStraitsTimes#!/​TheStraitsTimes/posts/​274962705889054​thenewpaper/posts/​10150447606537295​REACHSingapore#!/​REACHSingapore/posts/​270538322995860​yahoosingaporenewsroom?sk=w​all&filter=1#!/​yahoosingaporenewsroom/​posts/288394304537896

    [ Extracted from –!/permalink.php?story_fbid=249164728479130&id=206644792742008&comment_id=2651488&offset=0&total_comments=1 ]

  14. Reality is perception said

    Ever had a train delay and heard one of those announcement that go something like: “This train will be delayed due to train congestion ahead. We apologize for the inconvenience caused”. This sounds a pretty reasonable but if you think about it, what exactly does it mean by ‘train congestion’?

    Traffic (road) congestion is caused by too many vehicles and too little road space. Train congestion in this context seems to mean too many trains and too little railway track which does not make sense. It’s not as if the train can overtake the one in front or that different railway tracks in the same direction can lead to a station. If it is meant to indicate that the train(s) in front is “congested” with commuters, it has little link as to why it should cause a delay because the time taken for the train doors to open and close are more or less fixed. Those who ever had a smooth journey during peak hour will understand this.

    Assuming all the trains are working perfectly, there should not be any delay. Because if there is, it means the scheduler did not do his job properly, hence causing a ‘train congestion’. But assuming out of 5 trains that ply the same line in the same direction and the first train has some fault and goes slow, definitely it will cause a delay along the chain.

    But from PR point of view, saying ‘train congestion’ sounds better than ‘technical fault or mechanical fault or track fault etc’.

  15. It’s no surprise that Singaporeans are less satisfied with the public transport system in Singapore. Train breakdowns, overcrowding, higher fares and the failure to recognise taxis as a mode of public transport have contributed to the angst of a nation that has been effectively forced to use public transport, given the high costs of owning (and driving) a private vehicle, as well as the congestion on the roads today.

    In my humble (and not-so-well-informed) opinion, what is really need is an in-depth, careful examination of the issue, and a solution strategically and operationally designed to meet the needs of Singaporeans.

    Firstly, the public transport system was designed to accommodate a maximum capacity (though I don’t quite know what this capacity is). With the growth of the population, it is indeed obvious that the trains and buses will be stretched to capacity. It’s not rocket science, and we have to acknowledge this.

    Secondly, we have not maximised our current resources and transport options. We have relied so heavily on buses and trains run by transport companies that we have failed to see other solutions to the problem that we know as the typical daily commute.

    Thirdly, the public transport model, where we have several commercial entities bidding to run bus routes and train lines for profit needs to be adjusted. Not completely overhauled, but adjusted. We need to do this not only to alleviate the discomfort of the commuting population, but also to include the less fortunate and differently enabled people who can’t commute like we do.

    Before I go further, let me say two things – I am Singaporean and believe in the Singaporeans First concept, and I take the train everyday to avoid a $30 taxi ride. That being said, I can go on with this little rant of mine.

    I’d like to propose a few concepts, some new, some not so new, some bright, some plain silly, and some reflective of my idealistic nature.

    1. Reduce the need to commute on public transport. Offer work-from-home or flexi-work arrangements where appropriate. Locate offices in the heartlands and away from the city centre. Offer company transport at a subsidised rate. By taking the load off of the country’s over-burdened transport infrastructure, we can minimise the squeeze for the sardines out there who absolutely must take public transport to work, for whatever reason.

    2. Optimise transport resources with the aim of increasing comfort and convenience, as well as resilience for national events (and disasters). Years ago, there was a call to remove the bus services that were duplicating the MRT lines. I believe that was done. Now that the trains are packed full, we should look towards reinstating these services, not just to offer more options to Singaporeans, but also to diversify resources so that one national emergency (e.g. breakdown of SMRT’s East-West Line) will not paralyse thousands of commuters.

    3. Take up a not-for-profit business model when offering public transport services. The current model, where shareholders pressure companies (and their executive boards) to turn high profits needs to be re-examined. Companies offering an essential service should not be measured by the profits they make, but the services they provide. One measure we could look at is having the Government implement key performance indicators into a board of directors’ scorecard that will be used to measure the benefits the companies receive – rebates or levies for foreign manpower, taxes, bidding for and award of new routes, etc.

    4. Adopt a no-nonsense, zero-error approach to the public transport business. Companies should incur penalties for every lapse – breakdowns, accidents that cause injury to commuters and the public, security breaches that result in actual or potential losses and injuries and more. Transport companies will then be forced to put the public’s interest above all others.

    We need to seriously re-look public transport, and find long-term, sustainable and commuter-centric solutions to the problems we face.

  16. ngpy said

    It is obviously way below standard. They seriously require much improvements which can be seen which is lacking in expertised by the managements and they are having some very inexperience drivers. Some of their driver’s driving skills ought to be scutinized before they are allowed to handle the buses. They drive so jerkyly, and stepping on brakes at will where the elderly may fall and travelling in some buses make one feels uncomfortable.

  17. PAP Bootlicker said

    Minister Lui did not give any comments because he’s working hard to improve the satisfaction level of the commuters.
    No point to harp on the negativity of the MRT now as time will be the overiding factor to manifest any sign of progress and improvements.

    As long as there is no credible Opp party around, vote for the PAP they are still the best bet.
    PAP forever and ever………

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