Higher customer satisfaction for public education, air and land transport

Customer satisfaction for the MRT was 66.4 points, according to latest Customer Satisfaction Index of Singapore, up from 62.0 in 2015.
Customer satisfaction for the MRT was 66.4 points, according to latest Customer Satisfaction Index of Singapore, up from 62.0 in 2015. ST PHOTO: KUA CHEE SIONG

SINGAPORE - Customer satisfaction levels have risen for air and land transport, as well as the public education sector, according to latest Customer Satisfaction Index of Singapore released on Wednesday (Sept 21).

The land transport sector had a score of 66.8 out of 100, up from 63.3 in 2015. In particular, customer satisfaction for taxi services rose from 65.9 to 70 while the Mass Rapid Transit System (MRT) scored 66.4 points from 62.0 in 2015.

Within the air transport sector, there was a marked increase in the customer satisfaction score for Changi Airport at 81.4 , up from 75.1 in 2015.

For the first time this year, participants of the survey were asked to rate their satisfaction levels for transport booking apps. Uber ranked first with a score of 69.7 followed by Grab with 69.0. ComfortDelGro scored 68.0.

"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 Ms Neeta Lachmandas, executive director of Singapore Management University's Institute of Service Excellence, which conducts the survey.

She added that security and factors associated with ease of use of the apps were key factors in the perceived quality of the apps.

A total of 13,355 respondents were surveyed between April and July 2016.