Customers less satisfied with transport, logistics

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Despite recent efforts by the authorities to improve the quality of public transport services here, customer satisfaction levels still fell from last year in the transport and logistics sector, the latest Customer Satisfaction Index of Singapore survey shows.

Why indeed...

Conducted by Singapore Management University’s Institute of Service Excellence, the survey, which was released yesterday, found that there was a 0.8 per cent decrease in customer satisfaction levels for the transport and logistics sector.

Six out of the eight measured sub-sectors — airlines, Changi Airport, courier services, MRT system, public buses and taxi services — recorded declining year-on-year scores.

Changi Airport fell by 11.8 per cent, the MRT by 6.8 per cent and taxis by 6.1 per cent.

The survey — conducted between April and June — also found that within the MRT sector, commuters who used more than one mode of transport were significantly less satisfied with the MRT operator than those who used only MRT trains.

Within the transport and logistics sector, customer satisfaction levels for tourists fell significantly more than locals.

For MRT, it dropped by 12.4 per cent for tourists, compared with 7.7 per cent for locals. For taxis, customer satisfaction levels for tourists plunged by 14.1 per cent and 4.2 per cent for locals.

Transport experts said they were not surprised by the results, since it will take time before the effects of government actions can be fully felt.