Disruptions and Deaths but Public Poll Shows Satisfaction with MRT Services Increased

Consumer satisfaction with the MRT system rose from a score of 62 last year to 66.4 this year.

That’s according to a Customer Satisfaction Index poll conducted from April to July.

13, 355 people were polled in the survey conducted by the Singapore Management University.

The results are surprising, at best, due to the sheer number of breakdowns and disruptions suffered by the train system.

In April, commuters on the North-South Line suffered at least 3 service delays in the space of a week.

That includes a disruption on 25 April, which affected services along 3 MRT lines and 1 LRT line.

Fortunately, the poll was conducted before the month of August this year.

That’s when the MRT system saw a toxic gas leak, and ice shards blasting from train air-con units.

There was also the record 5 day-long disruption to the Circle Line.

But, seeing that the poll was done by July, it appears that commuters don’t mind issues like roof leaks, blackouts, and other issues like track deaths.


1 Comment

1 Comment

  1. paul

    September 23, 2016 at 9:32 am

    How is the survey conducted? Remember when I was an undergrad, a friend of mine worked part-time to do such surveys and earned quite a sum. I asked her how she did it and she said she just completed it all by herself, giving all the “right” answers. There were vouchers given to the people surveyed, which she also conveniently appropriated for herself. So wonder how reliable are such surveys?

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