Customer satisfaction up for taxis, public buses, budget airlines in Q2: index

CUSTOMER satisfaction increased for taxi services, public buses and budget airlines, according to the 2017 second quarter Customer Satisfaction Index of Singapore (CSISG) results for the air and land transport sectors.

The land transport sector - which covers taxis, transport bookings apps, public buses and the MRT system - scored 67.8 points, an increase of 0.99 point over the same period last year. Of the four sub-sectors, only taxi services and public buses registered year-on-year increases in customer satisfaction levels. Taxi services scored 71.8 points (+1.85-points) and public buses, 64.9 points (+2.23 points year on year).

Despite the rise in customer satisfaction score for taxi services, ratings for "comfort of the ride" saw a year-on-year decline. In addition, locals polled rated private-hire cars, such as Uber and Grab, more highly on comfort than taxis.

For public buses, the CSISG found improvements in travel time and availability of information.

Meanwhile, the air transport sector - which includes Changi Airport, full service carriers and budget airlines - scored 74.4 points, a decrease of 1.10 points from the year before.

The Changi Airport sub-sector saw a decrease in customer satisfaction levels with a score of 77.1 points, a decline of 4.23 points year on year. Meanwhile, budget airlines scored 71.2 points, an increase of 1.69 points year on year, led mostly by more satisfied local customers. Comfort of the journey was the top attribute that drove perceptions of quality among local respondents.

The quarterly report was released by the Institute of Service Excellence at Singapore Management University (ISE@SMU).