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Singapore’s public transport satisfaction in 2022 improves

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Multimodality in Public Transport has been proven to be one of the main drivers of sustainability and economic feasibility. Singapore leads the public transportation network in the world. Singapore’s public transport system has been cited as one of the best worldwide in several studies. These include affordability, convenience, efficiency, and sustainability. However, it’s important to gauge the satisfaction levels among Singaporeans to determine how the transportation system is catering to their demands. A survey by the Public Transport Council (PTC) has found that commuters are satisfied with public transport in Singapore in 2022.

Singapore’s public transport satisfaction has improved

The Public Transport Customer Satisfaction Survey is an annual survey conducted since 2006. The survey aims to understand commuters’ expectations and needs, as well as to identify areas for improvement.

Commuters are satisfied with the transport network’s safety and security features, waiting time, reliability, service information, bus interchange or bus stop or MRT station accessibility, comfort, travel time, and customer service.

Criteria used in the PTC survey

PTC asked respondents to give a rating out of 10 on eight criteria:

• Safety and Security

• Waiting time

• Reliability

• Service Information

• Bus interchange/bus stop / MRT station accessibility

• Comfort

• Travel time

• Customer service

Improvement in the satisfaction level for MRT services

Commuters are happy with the mass rapid transit (MRT) services. Satisfaction rose to 94.2 percent, with a significant increase in ratings for safety and security, waiting time, and customer service.

Improvement in the satisfaction level for bus services

For bus transportation, all service attributes saw a significant increase in ratings. The overall satisfaction for people with disabilities increased to 92.8 percent while the waiting time saw the biggest increase in satisfaction scores.

Singapore has been working together with operators and stakeholders to become a more inclusive society. Efforts have been made in recent years to make public transport more accessible to persons with disabilities. For example, more than half of public buses in Singapore are wheelchair-accessible. Bus interchanges are equipped with tactile ground surface indicators, concession cards are provided to persons with disabilities.

These observations suggest people in Singapore are going to be moving about more often and do care about their ride experience. Public transport operators are already working with the Land Transport Authority (LTA) to expand, renew, and improve the transport infrastructure and services to meet commuters’ demands.

For instance, SMRT and LTA commenced works to renew and enhance the power supply system on the North-South East-West Line. SMRT launched its first C151 trains from Bishan Depot and started renewal works for the Bukit Panjang LRT system. Commenting on the same, SMRT CEO, Ngien Hoon Ping, said: “Through a strong partnership, sincere engagement, and efficient planning, we will continue to renew and re-engineer our railway infrastructure, trains systems, and operations to achieve operational and service excellence.

Conclusion

The annual Public Transport Council Customer Satisfaction Survey is an annual exercise conducted to gain insight into commuter expectations and needs. By investing in infrastructure development, MRT renewals, sustainable transportation, and new innovative technologies, LTA and transport operators have been able to improve the satisfaction scores for MRT and bus services in 2022. With more new MRT lines coming up and new interchanges, everyone is looking forward to the public transportation satisfaction scores in 2023 and beyond.

About the Author

Sally Tay

Sally worked as a counsellor in top schools around the world. She is a strong believer in the value of learning as an active process. Sally enjoys playing table tennis, scuba diving, cycling, travelling, and reading.

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