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TRANSPORT & LOGISTICS | Staff Reporter, Singapore

Public transport satisfaction dips to 94.5% in 2017

Low score for MRT services pushes down the satisfaction ratings.

Public transport satisfaction in Singapore dipped by 1.9% to 94.5% in 2017 due to decline in satisfaction levels for MRT services, according to annual Public Transport Customer Satisfaction Survey (PTCSS).

MRT services’ satisfaction dropped from 96% in 2016 to 91.8% in 2017, as a result of lower scores in the areas of reliability, waiting time, comfort, travel time, and service information.

Moreover, the mean satisfaction score for public transport slightly improved from 7.6 out of 10 in 2016 to 7.7 in 2017 bolstered by sustained high satisfaction ratings for bus services.

Satisfaction level for bus services in 2017 remained at 96.7%, whilst mean satisfaction score increased from 7.6 in 2016 to 7.9 last year.

The Public Transport Council (PTC) explained the increase mean satisfaction score for bus services can be attributed to several factors, including the completion of the implementation of the five-year Bus Service Enhancement Programme (BSEP) in 2017.

PTC polled 5,007 commuters for the survey.

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