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Customer satisfaction in air transport, land transport, public education sectors up in Q2

Wednesday, September 21, 2016 - 14:25
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CUSTOMER satisfaction in Singapore's air transport, land transport and public education sectors increased year on year in the second quarter of 2016, according to the latest Customer Satisfaction Index of Singapore.

CUSTOMER satisfaction in Singapore's air transport, land transport and public education sectors increased year on year in the second quarter of 2016, according to the latest Customer Satisfaction Index of Singapore.

However, the logistics and private education sectors saw no significant change from that in Q2 2015.

In the air transport sector, Changi Airport notably saw a jump in the customer satisfaction score to 81.4 points, up 6.28 points.

The land transport sector also experienced a significant increase in customer satisfaction with a score of 66.8 points, up 3.44 points. Sub-sectors which saw an improvement included taxi services and the mass rapid transport system. Given the popularity of services such as Uber and Grab, a new sub-sector dubbed transport booking app was introduced for the first time this year.

"Security and factors associated with ease of use of the apps were identified as key factors driving perceived quality which impacts upon satisfaction scores," said Neeta Lachmandas, executive director of The Institute of Service Excellence at the Singapore Management University.

Uber ranked first at 69.7 points in the transport booking app sub-sector, followed by Grab at 69 points and ComfortDelGro at 68 points. Overall, the sub-sector achieved 68.8 points for customer satisfaction.

For logistics, courier services chalked up a significant improvement in score at 72.4 points (+2.24 points) while postal services (Singapore Post) saw a significant decline in customer satisfaction score at 67.9 points (-3.55 points).

The public education sector also improved significantly year on year with a score of 75.7 points (+1.56 points).

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