ISE Industry Forum CSISG 2020 Q2 Results Announcement - Air Transport & Land Transport - Institute of Service Excellence
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ISE Industry Forum CSISG 2020 Q2 Results Announcement Air Transport & Land Transport
DOES CUSTOMER SATISFACTION STILL MATTER?
Customer Satisfaction & Financial Performance: ACSI Portfolio Returns Trend
Portfolio of companies
performing well on the
ACSI outperform the
S&P500
Source: http://www.theacsi.org/ 3
Customer Satisfaction & Financial Performance: ACSI Portfolio Returns By Year
Companies with more
satisfied customers
generally more
profitable across the
business cycle
Source: http://www.theacsi.org/ Note: Fund is named The American Customer Satisfaction Core Alpha ETF (ticker: ACSI) 4
Why Service Excellence Matters?
Customer Customer Customer Firm
Experience Satisfaction Loyalty Performance
• Great customer experiences tend to
• High repurchase
lead to satisfaction or even delight.
• Price insensitivity
• Happy customer tend to be more
• Positive word-of-mouth
loyalty to the brand.
• Higher customer referrals
• Poor experiences tend to lead to
• Stays longer with brand downturn
customer dissatisfaction and defection
• Returns to the brand fast in a recovery
and negative word-of-mouth.
5
Positive Relationship Between Satisfaction & Other Metrics
Even for monopolistic type
industries satisfaction is
positively related to key metrics
like (1) Positive-of-Mouth (2)
Trust, and (3) Confidence in
the company.
6
CSISG METHODOLOGY
How Well Did Companies Satisfy Their Customers?
The CSISG Score
Customer
Satisfaction
CSISG
(Scale of 0-100)
1. Overall Satisfaction
2. Ability to Meet Expectations
3. Similarity to Ideal
8
CSISG Structural Model
Qn. Perceived Overall Quality
Qn. Perceived Customisation
Qn. Perceived Reliability
Qn. Complaint Behaviour
Perceived
Overall Quality Customer
(After Recent
Experience)
Complaints
Qn. Price / Quality Perceived Customer
Qn. Quality / Price Value Satisfaction
Customer Qn. Overall Satisfaction
Expectations Qn. Ability to Meet Expectations
Customer
(Predicted Quality Qn. Similarity to Ideal
Before Recent
Loyalty/
Experience) User Trust#
Qn. Predicted Overall Quality Repurchase Intention
Qn. Predicted Customisation Price Tolerance
→ Denotes positive relationship between the drivers
Qn. Predicted Reliability → Denotes inverse relationship between the drivers
# Note: MRT Systems and Public Buses respondents are
#Qn. Positive Word-of-Mouth
#Qn. Price Tolerance 9
administered questions on User Trust instead of Customer Loyalty.
Overview of Score Calculation
1 2 3 4
Company Sub-Sector National
Sector Score
Score Score Score
Company
Revenue / GDP Contribution Weights
Weights
Revenue Share Study /
Incidence Study
DOS GDP Data
•Identify companies with highest •Identify revenue contribution of each
interactions with locals. sub-sector to its respective sector.
•Identify GDP contribution of each sector
to the total GDP of sectors measured in
the CSISG.
10General CSISG Fieldwork Methodology
Singapore citizens and PRs were asked to complete an online survey.
Respondents were randomly selected from a nationally representative
online panel.
Each respondent answers up to 21 CSISG questions and about 25
industry-specific attribute/touchpoint questions about the company/brand
they had recent experiences with. Each respondent evaluates only 1
company/brand.
Typically 50-200 respondents per company would have answered the
CSISG questionnaire.
11CSISG 2020 Q2 Quick Facts
Sectors Covered Land Transport
Air Transport
Survey Period Apr to Jul 2020
Total Questionnaires Completed 7,448
Online (Locals) 7,448
Distinct entities measured 59
Entities with published scores 19
12CSISG 2020 Q2 Sub-sectors
Change In Survey Methodology From Interviewer Administered Surveys with Locals and Tourists to Online
Self-Administered Surveys of Locals Only for 2020 Q2
Land Transport Sector Air Transport Sector
• Mass Rapid Transit System1 • Full Service Airlines
• Public Buses1 • Budget Airlines
• Point-to-Point Transport2 • Changi Airport
Notes: (1) Year-on-year comparison available only for Mass Rapid Transit System and Public
Buses. This is due to an internal study done in 2019 Q2 on both sub-sectors using the same
methodology. Comparison of scores with the remaining sub-sectors remain limited due to the
change in methodology. (2) The previously measured Taxis and Transport Booking Apps sub-
sectors has been merged to form the new Point-to-Point Transport sub-sector.
ISE conducted two pilot studies to understand how a change in survey mode, from an interviewer administered face-to-face survey,
to an online data collection methodology, might impact CSISG dimensions scores, and the demographic representativeness of
respondents.
132020 Q2 SCORES
How WellAIR
DidTRANSPORT
CompaniesANDSatisfy
LAND Their Customers?
TRANSPORT
CSISG 2020 Q2 Results Overview
78.4 Air Transport 74.5 Land Transport
81.7 Airport* 75.9 Point-to-Point Transport*
81.7 Changi Airport 80.0 SMRT*
75.7 Gojek
77.0 Full Service Airlines 75.0 ComfortDelGro
QUALIFIER FOR RESPONDENT
81.5 Singapore Airlines* 74.5 Grab (1) Recently interacted with company (Past
80.7 Emirates* 77.4 Other Taxi Companies 3 months for Land Transport, Past 6
75.7 Other full service airlines months for Air Transport)
74.4 Public Buses (2) Each respondent evaluates satisfaction
75.3 SBS Transit with 1 company within the Air Transport
73.9 Budget Airlines and Land Transport sector
72.7 SMRT
75.1 AirAsia
74.3 Other bus operators
74.9 Lion Air
73.4 Jetstar Asia 73.4 Mass Rapid Transit System
72.3 Scoot 75.3 SBS Transit*
75.4 Other budget airlines 72.5 SMRT
* Refers to companies/sub-sectors that are statistically significantly above their sub-sector/sector scores
Entities shown in this scorecard have samples of N≥100.
Correction: 3 Feb 2021. An earlier version of this slide mislabelled the SBS Transit Buses and Other Bus operators CSISG 2020 scores as 75.4 and 74.2,
respectively. It should be 75.3 and 74.3, respectively. The changes are not statistically significant. 14
This chart summarises the results of the CSISG 2020 All scores displayed are accurate to one-decimal place.AIR TRANSPORT SECTOR RESULTS
Air Transport Scores
(Local Customers Who Used Air Transport in The Past 6 Months)
Perceived
Complaints
Quality
Customer Perceived
Expectations Perceived Customer
Perceived
CSISG
Quality
Value
(Predicted Quality CSISG
Customer Customer
(After Recent Value Loyalty
Before Recent
Expectations Loyalty
Experience)
Experience)
Changi Airport 81.2 80.6 77.0 81.7 81.5
Full Service Airlines 78.0 78.5 74.4 77.0 75.7
Budget Airlines 70.5 72.4 72.2 73.9 74.1
Note: No year-on-year comparison due to change of methodology in 2020.
16Airlines Company Scores
(Local Customers Who Used Air Transport in The Past 6 Months)
Full Service Airlines Sub-Sector Budget Airlines Sub-Sector
CSISG: 77.0 CSISG: 73.9
Airasia 75.1
Singapore Airlines 81.5
Lion Air 74.9
Emirates 80.7 Jetstar Asia 73.4
Scoot 72.3
Other airlines 75.7
(E.g. includes Silkair,
Qatar Airways, Cathay Pacific) Other budget Airlines 75.4
(E.g. includes VietJet Air,
Cebu Pacific, Malindo Air)
50 60 70 80 90 50 60 70 80 90
Notes: No year-on-year change shown due to change in data collection methodology from face-to-face 17
interviews with both locals and tourists in 2019 to online with locals only.Full Service Airlines Attribute Ratings & Quality Drivers
2020 Avg Rating
Reputation of the airline give you a sense of safety
Brand Airline has a good reputation
Brand image complements your lifestyle
Ease of booking flights
Pre-Flight
Ease of getting information Full Service Airlines
Professionalism of the ground staff denotes attributes with significant
Check-In
Customer Journey
Efficiency with the overall check-in process positive impact to quality score
Condition of the cabin
Cleanliness of the toilet
Professionalism of the cabin crew
Cabin crew is friendly and attentive in meeting your needs
Flight Food & beverage options
Experience
Quality of food & beverage
Range of in-flight entertainment options
Availability of reading materials on board the aircraft Respondents: Local
Customers Who Used
Comfort of the journey
Full Service Airlines in
Airline staff has your best interest at heart The Past 6 Months
General
Airline is able to accommodate to your needs
6.4 7.4 8.4
18
Rating (1 to 10)Budget Airlines Attribute Ratings & Quality Drivers
2020 Avg Rating
Reputation of the airline give you a sense of safety
Brand Airline has a good reputation
Brand image complements your lifestyle
Ease of booking flights
Pre-Flight
Ease of getting information Budget Airlines
Professionalism of the ground staff denotes attributes with significant
Check-In
Customer Journey
Efficiency with the overall check-in process positive impact to quality score
Condition of the cabin
Cleanliness of the toilet
Professionalism of the cabin crew
Cabin crew is friendly and attentive in meeting your needs
Flight Food & beverage options
Experience
Quality of food & beverage
Range of in-flight entertainment options
Availability of reading materials on board the aircraft Respondents: Local
Customers Who Used
Comfort of the journey
Budget Airlines in The
Airline staff has your best interest at heart Past 6 Months
General
Airline is able to accommodate to your needs
6.4 7.4 8.4
19
Rating (1 to 10)Improving Perceived Quality for Airlines
(Top 5 Airlines Attributes With Impact on Quality)
Top 5 Attributes with Significant Impact on
Quality Loyalty
Full Service Airlines Budget Airlines Full Service Airlines Budget Airlines
Efficiency with the overall Efficiency with the overall Brand image complements
CommonComfortDrivers
of journeyof Perceivedyour
Quality
Increasing Positive Impact
check-in process check-in process lifestlye
• Pre-Flight: Efficiency & Information
Airline staff has your best Brand image complements Efficiency with the overall
interest at heart
Airline has a good reputation • FlightyourExperience:
lifestlye Comfortcheck-in
& Cabin Crew
process
• More critical now
Airline staff has your bestwith “flights to
Reputation of the airline give
Ease of getting information Comfort of the journey
nowhere”?
interest at heart me a sense of safety
• How does COVID-19 affect these drivers?
Comfort of the journey Ease of getting information Airline has a good reputation Comfort of the journey
Cabin crew is friendly and Cabin crew is friendly and
Cabin crew is friendly and
attentive in meeting your attentive in meeting your Condition of the cabin
attentive in meeting my needs
needs needs
20Pre-Flight Check-In Flight Experience
Start Finish
• Pre-order duty-free shopping • Check in online or via mobile app & generate • Compulsory to wear face masks on board
mobile boarding pass and print bag tags at the
• Suspension of online seat selection, priority self-service kiosks via app or QR code • Kit with a surgical mask, anti-bacterial wipes and
boarding, extra cabin bag allowance & inflight seat hand sanitiser. Additional anti-bacterial wipe
upgrades • Passengers and staff required to undergo provided together with meal.
temperature screening & wear a face mask
• Health declaration • Safe distancing measures when embarking,
• Markers on ground and alternate check-in kiosks disembarking and when queuing for the lavatory
• Acrylic screens at manual check-in counters • Blocked seats to allow for greater physical space
between individuals and dedicated seating zones
• Passenger health assessment at selected airports on board to separate transit from non-transit
passengers
• Temporary closure of selected lounges & buffet
meals replaced by a la carte meals • Replacement of headsets, headrest covers, pillow
covers, bedsheets and blankets after every flight
• Increased sanitisation and disinfection
• Mobile app to remotely control inflight
entertainment system
• Suspension of distribution of children’s amenities,
arrival cards, inflight duty-free shopping and
purchase of meals & beverages
• No meal service on flights within South East Asia
and those to and from Mainland China. Snack bag
served instead. For all other routes, a single tray
service has been introduced in First and Business
Class in place of a table layout service.
Source1: https://www.singaporeair.com/saar5/pdf/travel-info/covid19/
Singapore-Airlines-Precautionary-Measures-e-Brochure-7June20.pdf
Source2: https://www.channelnewsasia.com/news/singapore/covid-19-
coronavirus-sia-flights-safety-measures-12812572
Source3: https://www.straitstimes.com/singapore/transport/scoot-passengers-
will-not-be-allowed-to-choose-seats
21Managing Service Quality With Ticket Refunds / Changes
Selected Verbatim Comments
Full Service Airlines Budget Airlines
Information is not given for flight
Cancelled return flight but have cancellation or change. Bad
not gotten my refund customer service when it comes to
refund / change of flight
Due to covid, instead of credit
The refund credit should be able
vouchers, better to full refund air
to let customer change location
fares
They should allow for refund of Sources:
fees for flights cancelled due to 1) https://www.todayonline.com/singapore/covid-19-
frustrated-travellers-struggle-get-responses-deluged-
COVID-19. … When I wanted to cancel, I was airlines-over-refunds
2) https://www.straitstimes.com/singapore/transport/
I understand due to the COVID-19 told by Customer Service that inconsistent-refund-policies-for-flights-cancelled-
due-to-pandemic
that flights are being cancelled since the postponed flight was 3) https://www.straitstimes.com/singapore/
and rescheduled but I was still schedule to fly, I cannot singapore-airlines-urges-customers-to-only-seek-
assistance-for-flights-departing-within-72
scheduled for [special flight] that cancel. More empathy from
was cancelled and moved to a [Airline] is needed.
normal flight which is such a
bummer.
22Branding A Key Driver of Loyalty
(Top 5 Airlines Attributes With Impact on Quality & Loyalty)
Top 5 Attributes with Significant Impact on
Quality Loyalty
Full Service Airlines Budget Airlines Full Service Airlines Budget Airlines
Efficiency with the overall Efficiency with the overall Brand image complements
Comfort of journey
Increasing Positive Impact
check-in process check-in process your lifestlye
Airline staff has your best Brand image complements Efficiency with the overall
Airline has a good reputation
interest at heart your lifestlye check-in process
Airline staff has your best Reputation of the airline give
Ease of getting information Comfort of the journey
interest at heart you a sense of safety
Comfort of the journey Ease of getting information Airline has a good reputation Comfort of the journey
Cabin crew is friendly and Cabin crew is friendly and Cabin crew is friendly and
attentive in meeting your attentive in meeting your attentive in meeting your Condition of the cabin
needs needs needs
Legend: Brand-related
23INTENTION TO TRAVEL
Intention to Travel Overseas
To Changi Airport Respondents Only
In the 12 months after travel
restrictions are lifted, are you
considering flying overseas for non-
work purposes such as vacation? n=900
No Yes
14.4% 85.6%
25Profile of Customers Willing to Fly Once Restriction Lifted
(Intention to Travel Overseas)
To Changi Airport Respondents Only
In the 12 months after travel
restrictions are lifted, are you
considering flying overseas for non-
work purposes such as vacation? n=900
No Yes
14.4% 85.6%
18 to 29 Years 25.4% 21.6%
Age Group 30 to 49 Years 39.2% 53.5%
50 Years & Above 35.4% 24.9%
Working 67.7% 76.2%
Work Status
Not Working 32.3% 23.8%
Under SGD 3K 17.7% 3.6%
SGD 3K - SGD 6K 18.5% 17.7%
Household
SGD 6K - SGD 10K 31.5% 30.3% GREEN/RED indicates that the proportion is
Income HIGHER/LOWER than those who are not
SGD 10K - SGD 20K 21.5% 33.0% considering to fly overseas for non-work
purposes with statistical significance.
SGD 20K and above 4.6% 13.6% 262 in 5 Respondents Willing to Travel Soon After Restrictions Lifted
(Intention to Travel Overseas)
To Changi Airport Respondents Only
In the 12 months after travel
restrictions are lifted, are you
considering flying overseas for non-
work purposes such as vacation? n=900
No Yes
14.4% 85.6%
How soon after travel restrictions are lifted?
6 months or more after 33.1%
3 months after 27.9%
39% Willing to Travel 1 Immediately 20.8%
Month or Earlier Once
Restriction Lifted 1 month after 18.2%
27Top 10 Countries Respondents Intend To Travel To Once Restrictions Lifted
To Changi Airport Respondents Only
In the 12 months after travel
restrictions are lifted, are you
considering flying overseas for non-
work purposes such as vacation? n=900
No Yes
14.4% 85.6%
Top 10 Countries Respondents Intend To Travel To
Australia 29.2%
Japan 25.5%
Malaysia 20.5%
China (P.R.C) 16.8%
Thailand 16.1%
USA 15.8%
Taiwan 14.2%
Hong Kong 13.9%
South Korea 13.1%
Canada 11.9%
28
* Multiple response question.Unwillingness To Travel Even After Restrictions Are Lifted Linked
Changed to Safetyto
“restriction”
(Reasons For Not Considering to Travel) “restrictions” in headline
To Changi Airport Respondents Only
In the 12 months after travel
restrictions are lifted, are you
considering flying overseas for non-
work purposes such as vacation? n=900
No Yes
14.4% 85.6%
Main Reason For Not Considering
I feel that it is safer to
88.5%
not travel due to COVID-19
I do not wish to spend
5.4%
on overseas travel
I do not usually travel for
5.4%
non-work purposes
Other reasons 0.8%
29LAND TRANSPORT SECTOR RESULTS
Land Transport Scores
(Year-on-Year Movement in Satisfaction Drivers)
Perceived
Complaints
Quality
Customer Perceived
Expectations User Trust/
Perceived
Perceived
CSISG
Quality
Value
(Predicted Quality CSISG Customer
Customer Customer
(After Recent Value
Before Recent Loyalty
Expectations Loyalty
Experience)
Experience)
Mass Rapid Transit
73.5 ▲ 74.2 ▲ 70.5 ▲ 73.4 ▲ 68.4 ▲
System (+6.0%) (+7.2%) (+9.9%) (+11.0%) (+12.4%)
Note: The 2019
performance is based Public Buses 73.5 ▲ 74.8 ▲ 72.0 ▲ 74.4 ▲ 69.8 ▲
on an online pilot (+4.5%) (+7.0%) (+5.7%) (+8.1%) (+8.4%)
study separate from
the door-to-door study
that was reported in
the CSISG Q2 2019
Point-to-Point 75.6 76.2 74.1 75.9 76.3
presentation. Transportation*
*Note: In 2020, the Taxi Services & Transport Booking App sub-sectors were merged to
form Point-to-Point Transportation. Thus, there is no year-on-year comparison.
▲▼ Statistically significant year-on-year increase/drop at 90% confidence
◼ No statistically significant year-on-year change at 90% confidence 31MRT & PUBLIC BUSES
Marked Improvements In Scores For Both SMRT & SBS Trains
(MRT System)
CSISG CSISG
2019^ 2020
75.3 SBS Transit Trains
72.5 SMRT Trains
^Note: The 2019 SBS Transit Trains 71.0
performance is based
on an online pilot
study separate from
the door-to-door study
that was reported in
the CSISG Q2 2019
presentation.
SMRT Trains 63.9
33CSISG Scores by Train Lines
Overall MRT CSISG: 73.4 ▲
84
▲ 2019^ 2020
▲
▲
Score (0 to 100)
74
▲
64
54
Downtown Line Circle Line NEL EWL NSL
Line
(Blue) (Orange) (Purple) (Green) (Red)
Operator SBS SMRT SBS SMRT SMRT
^Note: The 2019 performance is based on an online pilot study separate from the door-to-door study that was reported in the CSISG Q2 2019 presentation.
▲▼ Statistically significant year-on-year increase/drop at 90% confidence 34Trains: Statistically Significant Increase Year-on-Year Across Most Attributes
▼
Safety and security considerations 2020
▼ 2019^
Cleanliness of trains
Reliability of trains
▼
▼
Ease of clearing fare gate
Accuracy of train information during the train ride
▼
Accuracy of information provided throughout the station
Cleanliness of station amenities
▼
Travel time to reach destination
▼
Ease of moving within station
▼
▼
Assistance and information for passengers with special needs
▼
Comfort of ride ^Note: The 2019 performance is based
▼ on an online pilot study separate from
Maintenance of station amenities
the door-to-door study that was reported
Helpfulness of staff
▼ in the CSISG Q2 2019 presentation.
Sufficiency of train arrival information ▲▼ Statistically significant year-on-year
▼ increase/drop at 90% confidence
Train frequency
Handling of disruptions
▼
6.0 7.1 8.2
35
Satisfaction Rating (Scale of 1 to 10)Significant Improvement In Scores For SBS Buses & Other Bus Operators
(Public Buses)
CSISG CSISG
2019 ^ 2020
75.3 SBS Transit Buses
74.3 Other Bus Operators
72.7 SMRT Buses
SMRT Buses 70.8
^Note: The 2019 Other Bus Operators 70.2
performance is based
on an online pilot
study separate from
the door-to-door study SBS Transit Buses 67.3
that was reported in
the CSISG Q2 2019
presentation.
Other bus operators includes
Go-Ahead and Tower Transit
36
Correction: 3 Feb 2021. An earlier version of this slide mislabelled the SBS Transit and Other Bus operators CSISG 2020 scores as 75.4 and 74.2, respectively. It should be 75.3 and 74.3, respectively. The changes are minor and not statistically significant.Public Buses: Statistically Significant Increase Year-on-Year Across Most
Attributes
Safety of the ride
▼ 2020
▼ 2019^
Ease of boarding buses
Clarity of bus route information
Condition of the buses
Comfort of the ride
▼
▼
Politeness of the bus captain
Smoothness of the bus journey
▼
Helpfulness of bus captain
▼
Ease of moving within the bus
▼
^Note: The 2019 performance is based
on an online pilot study separate from
Availability of bus route information the door-to-door study that was reported
▼ in the CSISG Q2 2019 presentation.
Travel time to reach destination
▲▼ Statistically significant year-on-year
Accuracy of bus arrival information increase/drop at 90% confidence
▼
Bus frequency
6.0 7.1 8.2
37
Satisfaction Rating (Scale of 1 to 10)Less Crowded Trains During Peak Hours of Circuit Breaker Period
7.18pm:
CCL Caldecott Station, Dhoby Ghaut-Bound
8.23am: 6.30pm:
NSL Bishan Station, South-Bound NSL Newton Station, South-Bound
Source: LTA Facebook Page
38MRT & PUBLIC BUSES: CIRCUIT BREAKER VS POST-CIRCUIT BREAKER
Decline In MRT & Public Buses Weekly CSISG Performance
End of Start of
Circuit Breaker Phase 2
(1 Jun) (19 Jun)
82
Mass Rapid Train System
78
Public Buses
73
Public Buses' 2019 CSISG Score
69
68.9
MRT's 2019 CSISG Score
66.1
64
60
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^ Due to small sample size (MRT Lines Bi-weekly CSISG Performance
Downtown Line Circle Line
84
Score (0 to 100)
74
^Due to small sample size (MRT Lines Bi-weekly CSISG Performance
Downtown Line Circle Line
84
Score (0 to 100)
2019
74 CSISG
Score: ^Due to small sample size (Trains: All Attributes Statistically Higher During Circuit Breaker vs 2019
Cleanliness of trains
Accuracy of information provided throughout the station
Sufficiency of train arrival information 2019
Accuracy of train information during the train ride Circuit Breaker Period
Statistically Significant Increase
Safety and security considerations
Travel time to reach destination
Ease of clearing fare gate
Reliability of trains
All attribute ratings
Train frequency
during circuit breaker
Cleanliness of station amenities period were statistically
Assistance and information for passengers with special needs higher than in 2019
Ease of moving within station
Helpfulness of staff
Maintenance of station amenities Note: The 2019 performance is based
on an online pilot study separate from
Comfort of ride the door-to-door study that was
reported in the CSISG Q2 2019
Handling of disruptions presentation.
6.0 7.2 8.4
43
Satisfaction Rating (1 to 10)Statistically Significant Decline Across All Attributes Post-Circuit Breaker
(Trains Attribute Ratings)
Cleanliness of trains
Accuracy of information provided throughout the station
Sufficiency of train arrival information 2019
Accuracy of train information during the train ride Circuit Breaker Period
Post-Circuit Breaker Period
Safety and security considerations Statistically Significant Decline
Travel time to reach destination
Ease of clearing fare gate
Reliability of trains
Train frequency Post-Circuit Breaker, all
attribute ratings fell with
Cleanliness of station amenities
statistical significance
Assistance and information for passengers with special needs
Ease of moving within station
Helpfulness of staff
Maintenance of station amenities Note: The 2019 performance is based
on an online pilot study separate from
Comfort of ride the door-to-door study that was
reported in the CSISG Q2 2019
Handling of disruptions presentation.
6.0 7.2 8.4
44
Satisfaction Rating (1 to 10)Trains Post-Circuit Breaker: Travel Information, Travel Time & Frequency Reverted to
2019 Performance
Cleanliness of trains
Accuracy of information provided throughout the station
Sufficiency of train arrival information 2019
Accuracy of train information during the train ride Circuit Breaker Period
Post-Circuit Breaker Period
Safety and security considerations
Statistically significant gap
Travel time to reach destination Post-circuit breaker vs 2019
Ease of clearing fare gate
Reliability of trains
Train frequency
Cleanliness of station amenities
Assistance and information for passengers with special needs
Ease of moving within station
Helpfulness of staff
Maintenance of station amenities Note: The 2019 performance is based
on an online pilot study separate from
Comfort of ride the door-to-door study that was
reported in the CSISG Q2 2019
Handling of disruptions presentation.
6.0 7.2 8.4
45
Satisfaction Rating (1 to 10)Trains Post-Circuit Breaker: Travel Information, Travel Time & Frequency Reverted to
2019 Performance
Cleanliness of trains
Selected Verbatim
Accuracy of information provided throughout the station
The arrival information provided in the car is inaccurate
Sufficiency of train arrival information 2019
Information displayed for train timing is unreliable. Circuit Breaker Period
Accuracy of train information during the train ride
I personally feel that the arrival information of the train is not complete enough Breaker Period
Post-Circuit
Safety and security considerations
Train arrival information is not comprehensive enough Statistically significant gap
Information
Travel time to reach destination Post-circuit breaker vs 2019
… where there is a train disruption, information is not always communicated fast
Ease of clearing fare gate
and effectively
Reliability of trains
… in emergency stoppages, info and reasons (actual reasons, not just excuse of
Train frequency
technical problems) not given, or announced publicly fast enough…
Cleanliness of station amenities
Frequency to reduce crowding and improve social distancing onboard and in the
Assistance and information for passengers with special
stations duringneeds
peak hours.
Ease of moving within station
I hope for a higher frequency of trains, especially during peak hours to prevent
Helpfulness
crowding of staff
in the station and trains , preventing the spread of covid
Frequency &
Maintenance of station amenities Note: The 2019 performance is based
Travel Time Issues Train frequency, crowding issue esp. important in pandemic, increasing fare
on an butpilot study separate from
online
same orComfort of ride Bigger maps/fonts for elder to see.
less quality. the door-to-door study that was
reported in the CSISG Q2 2019
Handling
The of disruptions
travel time could be shorter and more train during peak hour presentation.
6.0
It can speed up appropriately 7.2
and save passengers' travel time. 8.4
46
Satisfaction Rating (0 to 10)Public Buses: Statistically Significant Increase Most Attributes During Circuit
Breaker
Clarity of bus route information
Condition of the buses
2019
Availability of bus route information Circuit Breaker Period
Statistically Significant Increase
Safety of the ride
Ease of boarding buses
Politeness of the bus captain
Helpfulness of bus captain Several attribute ratings
during circuit breaker
Comfort of the ride
period were statistically
Smoothness of the bus journey higher than in 2019
Accuracy of bus arrival information
Travel time to reach destination
Note: The 2019 performance is based
on an online pilot study separate from
Ease of moving within the bus the door-to-door study that was
reported in the CSISG Q2 2019
Bus frequency presentation.
6.0 7.2 8.4
47
Satisfaction Rating (1 to 10)Statistically Significant Decline For Several Attributes Post-Circuit Breaker
(Public Buses Attribute Ratings)
Clarity of bus route information
Condition of the buses
2019
Availability of bus route information Circuit Breaker Period
Post-Circuit Breaker Period
Safety of the ride
Statistically Significant Decline
Ease of boarding buses
Politeness of the bus captain
Helpfulness of bus captain Post-Circuit Breaker,
several attribute ratings
Comfort of the ride fell with statistical
Smoothness of the bus journey
significance
Accuracy of bus arrival information
Travel time to reach destination
Note: The 2019 performance is based
on an online pilot study separate from
Ease of moving within the bus the door-to-door study that was
reported in the CSISG Q2 2019
Bus frequency presentation.
6.0 7.2 8.4
48
Satisfaction Rating (1 to 10)Buses Post-Circuit Breaker: Travel Information, Service & Condition of Buses Reverted to
2019 Performance
Clarity of bus route information
Condition of the buses
2019
Availability of bus route information Circuit Breaker Period
Post-Circuit Breaker Period
Safety of the ride
Statistically significant gap
Ease of boarding buses Post-circuit breaker vs 2019
Politeness of the bus captain
Helpfulness of bus captain
Comfort of the ride
Smoothness of the bus journey
Accuracy of bus arrival information
Travel time to reach destination
Note: The 2019 performance is based
on an online pilot study separate from
Ease of moving within the bus the door-to-door study that was
reported in the CSISG Q2 2019
Bus frequency presentation.
6.0 7.2 8.4
49
Satisfaction Rating (1 to 10)Buses: Information, Bus Condition & Service
(Public Buses Attribute Ratings)
Clarity of bus route information
Selected Verbatim
Condition of the buses
Sometimes the bus arrival information provided by the bus company is not accurate.
2019 I hope it can
Availability
be improved of bus route information Circuit Breaker Period
Post-Circuit Breaker Period
Try to improveSafety
the accuracy
of the ride of bus schedule provided in the bus stop. Try to get drivers to drive
Information
smooth… Statistically significant gap
Ease of boarding buses Post-circuit breaker vs 2019
Follow timing of their arrival on app. If early, then update real time
Bus Politeness of the not
timings have bus captain
been accurate since COVID-19
The vehicle should
Helpfulness becaptain
of bus inspected regularly to reduce the vehicle failure
The appearance of the car is not very clean. It can be improved.
Bus Condition Comfort of the ride
If we want to improve it, we need to do a good job in sanitation, and the bus should be
maintained
Smoothnessand disinfected
of the bus journey every day, so that passengers will feel more at ease.
More polite
Accuracy of busand knowledgeable
arrival bus captains. Sometimes we ask directions but they dont know.
information
For older people they should consider for patrons to be seated before moving the bus
Travel time to reach destination
Drivers can greet and smile at passengers. Make them feel welcome when theyNote:
board.
The 2019 performance is based
Service on an online pilot study separate from
Assist
Easeelderly board
of moving the
within thebus.
bus Give passengers sufficient time to board. the door-to-door study that was
reported in the CSISG Q2 2019
Easier access forBus
wheelchair
frequency bound, or old and frail individuals. More proactive bus captain to tell
presentation.
passengers to make way for the handicapped or older people.
6.0 7.2 8.4
50
Satisfaction Rating (0 to 10)Return of The Crowd Post-Circuit Breaker
Source1: https://www.channelnewsasia.com/news/singapore/covid-19-phase-1-circuit-breaker-crowds-trains-roads-work-school-12796196
Source2: https://www.straitstimes.com/singapore/roads-and-trains-get-more-crowded-as-people-return-to-school-and-work-after-circuit
Source3: https://www.tnp.sg/news/singapore/mrt-trains-and-buses-more-crowded-after-circuit-breaker
51MRT & Public Buses: Top 5 Drivers Shifted Post-Circuit Breaker
(Post-Circuit Breaker vs Circuit Breaker Period)
Attributes with Significant Impact on Perceived Overall Quality
MRT Public Buses
Circuit Breaker Period Post-Circuit Breaker Period Circuit Breaker Period Post-Circuit Breaker Period
Accuracy of train information
Reliability of train Safety of the ride Smoothness of the bus journey
Increasing Positive Impact
during the train ride
Cleanliness of station amenities Reliability of train Bus frequency Travel time to reach destination
Assistance and information for Accuracy of bus arrival
Train frequency Ease of boarding buses
passengers with special needs information
Accuracy of train information Safety & security
Comfort of the ride Comfort of the ride
during the train ride considerations
Accuracy of information
Train frequency Ease of moving within the bus
provided throughout the station
Frequency / Travel
Legend: Information 52
Time / ReliabilityPOINT-TO-POINT TRANSPORT
Measuring The Point-to-Point Transport Sub-Sector
(Company Identified for Evaluation Based on How Ride Was Acquired)
Point-to-Point
Transport
Ride Hailing Company Taxi Company
e.g. Grab, Gojek e.g. Comfort, SMRT
Used Taxi
Used Taxi App
Took A Private (e.g. ComfortDelgro Stand/Street
Took A Taxi
Hire Car Booking App, SMRT Hail/Call
Book-A-Taxi)
Centre/Others
54Point-to-Point Transport Company Scores
Sub-sector
CSISG: 75.9
SMRT Taxis 80.0
Gojek 75.7
ComfortDelGro 75.0
Grab 74.5
Other Taxi Companies
(e.g. Prime Taxi, Premier 77.4
Taxi, Trans Cab Taxis)
50 60 70 80 90
Note: No year-on-year change shown as Taxi Services & Transport Booking App sub-sectors were merged to form Point-to-Point Transportation and
there was a change in data collection methodology from face-to-face interviews with both locals and tourists in 2019 to online with locals only. 55Taxis Rated Higher Than Private Hires Cars for 3 Ride-Based Attributes
Safety of the ride
Comfort of the ride Private Hire Car
Taxi
Statistically Significant Gap
Cleanliness of the vehicle
Smoothness of the ride
Drivers’ road knowledge
Courteousness of driver
Helpfulness of driver
Interaction with driver
6.6 7.4 8.2
56
Satisfaction Rating (1 to 10)Point-to-Point Transport Scores Declined Post-Circuit Breaker
(Point-to-Point Transport: Post-Circuit Breaker vs Circuit Breaker Period)
Point-to-Point Transport
82
Circuit Breaker
Post-Circuit Breaker
▼ ▼
▼
72
62
Customer Perceived CSISG
Expectations Quality
▲▼ Statistically significant increase/drop from to circuit breaker period at 90% confidence 57Decline In Several Attribute Ratings Post Circuit-Breaker
(Point-to-Point Transport: Post-Circuit Breaker vs Circuit Breaker Period)
Ease of using app
Post-Circuit Breaker
Payment process ▼ Circuit Breaker
Safety of the ride ▼ ▲▼ Post-Circuit Breaker
ratings were statistically
Comfort of the ride ▼ significant higher/lower
than Circuit Breaker
Accuracy of waiting time estimation ratings at 90% confidence
Descending Smoothness of the ride ▼
order of
rating
Cleanliness of the vehicle ▼
during Drivers’ road knowledge ▼
Post-Circuit
Breaker
Courteousness of driver ▼
period Ease of providing feedback ▼
Helpfulness of driver ▼
Interaction with driver ▼
Ease of getting a ride ▼
Note: ‘Ease of using app’ , ‘Accuracy of
Attractiveness of app promotions and discounts waiting time’ & ‘Attractiveness of app
promotions and discounts’ only asked to
Range of service types (such as
7-seater, premium, family-friendly)
▼ app respondents.
Fares charges by company ▼
6.4 7.4 8.4
58
Satisfaction Rating (Scale of 1 to 10)Point-to-Point Transport: Attributes with Impact on Quality
Attributes with Significant Impact on Quality
Circuit Breaker Period Post-Circuit Breaker Period
Helpfulness of driver Safety of the ride
Increasing Positive Impact
Fares charged Ease of providing feedback
Cleanliness of the vehicle Helpfulness of driver
Interaction with driver Ease of getting a ride
Note: ‘Ease of using app’ , ‘Accuracy of waiting time’ & ‘Attractiveness of app promotions and discounts’ not included
in impact analysis due to proportion of respondents who did not rate the question 59IMPACT OF COVID-19 ON TRANSPORT SECTOR
Impact of COVID-19 on Transport Sector
Questions on COVID-19:
Thinking about the COVID-19 situation, how do you feel about the following
statements, where 1 means “Strong Disagree” and 10 means “Strongly Agree”…
• The government is doing enough to keep passengers safe from COVID-19
• [NAME OF OPERATOR] is doing enough to keep passengers safe from COVID-19
61Impact of COVID-19 Measures on Land & Air Transport Sub-sectors
Government is doing enough to Operator is doing enough to keep
keep passengers safe from COVID-19 passengers safe from COVID-19
MRT 7.06 MRT 7.06
Respondents of
Public Buses 7.08 Public Buses 7.23 Changi Airport gave
statistically higher ratings
than all other sub-sectors
Full Service Airlines 7.61 Full Service Airlines 7.53 for both questions
Point-to-Point
Transport
7.62 Budget Airlines 7.59
Airport
Point-to-Point
Budget Airlines 7.69 7.76
Transport
Airport 7.93 Airport 8.08
6.0 6.8 7.6 8.4 6.0 6.8 7.6 8.4
62Changi Airport’s Safety Measures
• Airport staff • Seats and chairs in the
working in the airport are vacuumed and
Transit wiped regularly with
Holding Areas disinfectant. Frequently
(THAs) must touched surfaces such as
use a face charging stations, tables and
mask, face playgrounds have also been
shield and sprayed with a long-lasting
gloves. anti-microbial disinfectant
coating that reduces the risk
of virus transmission.
• Temperature • Toilets inside the THAs are
taking at the cleaned and disinfected
entrance for frequently, and equipped
both staff and with automatic water taps
transiting activated by sensors.
passengers. Passengers can enter and
leave the restrooms without
needing to push open a
door.
• Hand sanitiser • Carpets are vacuumed daily
in containers by autonomous cleaning
that can be robots equipped with a filter
used in a that catches fine particles
contactless including dust and pollen. In Source1: https://www.straitstimes.com/singapore/
way is widely transport/changi-airport-sets-up-new-transit-holding-
addition, autonomous areas-10-safety-measures-in-place
available for cleaning robots have been
use inside the equipped with a misting Source2: https://www.straitstimes.com/singapore/
THAs. machine that disinfects the transport/covid-19-eye-and-face-scans-part-of-touch-
free-travel-at-changi-airport
carpets after cleaning.
63Impact of COVID-19 Measures on Land & Air Transport Sub-sectors
Government is doing enough to Operator is doing enough to keep
keep passengers safe from COVID-19 passengers safe from COVID-19
MRT 7.06 MRT 7.06 Respondents of
MRT & Public Buses
sub-sectors gave
Public Buses 7.08 Public Buses 7.23 statistically lower ratings
than all other sub-sectors
for both questions
Full Service Airlines 7.61 Full Service Airlines 7.53
Point-to-Point
Transport
7.62 Budget Airlines 7.59
Airport
Point-to-Point
Budget Airlines 7.69 7.76
Transport
Airport 7.93 Airport 8.08
6.0 6.8 7.6 8.4 6.0 6.8 7.6 8.4
64Decline in Perception of How Well Government & Operators Keep Commuters
Safe from COVID-19 Post Circuit-Breaker
MRT Public Buses
Circuit Post-Circuit Circuit Post-Circuit
Breaker Breaker Breaker Breaker
User Trust 73.9 67.2 ▼ User Trust 74.3 68.4 ▼
8.6
Circuit Breaker Period Post-Circuit Breaker Period
Rating (0 to 10)
▼ ▼ ▼
▼
6.9
5.2
Government is doing enough Train operator is doing Government is doing enough Bus operator is doing
to keep passengers enough to keep passengers to keep passengers enough to keep passengers
safe from COVID-19 safe from COVID-19 safe from COVID-19 safe from COVID-19
▲▼ Statistically significant IMPROVEMENT/DECLINE from circuit breaker period at 90% confidence 65Easing Of Measures As Singapore Emerged From Circuit Breaker Period
A packed MRT train leaving Bishan towards the city at 7.15am on June 2, 2020
Source: https://www.straitstimes.com/singapore/streets-and-schools-come-alive-again-as-singapore-reopens
Removal of green and orange stickers as physical distancing was
expected to become difficult once the crowds return.
Source: Transport Minister Khaw Boon Wan’s Facebook Page
https://www.facebook.com/media/set/?set=a.3166415240084341&type=3 66Improving Frequency and Crowd Control for Social Distancing Mentioned As Potential
Improvement Areas Relating to COVID-19
COVID-19 Related Areas For Improvement
Trains Public Buses
[Increase] Frequency to reduce crowding and improve … The frequency of the bus for the past 3 months has
social distancing onboard and in the stations during peak been slower than usual perhaps because of the COVID
hours. situation.
Perhaps increasing bus frequency so that boarding and
To deploy more traffic controllers/crowd marshal during moving within the bus is easier. Buses are crowded,
peak period to promote social distancing while queueing especially in the mornings and evenings when people travel
and implement crowd control in the MRT so it will not be to and from work, and in the afternoon when kids get off
constricted. school. With the COVID-19 situation, crowding is a
legitimate concern.
They can improve on controlling the crowds especially
Due to covid-19, it affects the frequency of the buses
social distancing during this covid-19 situation.
Limiting to a certain number of passengers per cabin More could be done to ensure safe distancing within the
during this COVID19 pandemic period. bus such as blocking off certain seats
More waiting seats at platforms since there is a need for
It can be cleaner. Also probably can further increase
social distancing, better air circulation at stations & in
frequency during peak periods. Bus gets very crowded and
trains, better toilet facilities, frequent sanitisation of
hard to move. Now we are also worried about covid.
common areas.
67Crowd Control On Public Transport Through Flexible Working Hours
Source: https://www.straitstimes.com/singapore/health/
companies-urged-to-put-in-place-flexible-working-hours
68Key Takeaways
Air Transport Sector
• Pre-Flight: Think about information communication and check-in efficiency.
• Flight Experience: Comfort and service quality remains key across touch-points.
• Flying Again: Significant majority willing to fly once restrictions lifted, work on branding
during this period to be top of mind.
Land Transport Sector
• Score Movements: Locals more satisfied with Trains and Buses with improvements
across all metrics. However, scores declining post-circuit breaker with the return of
crowds and challenges in social distancing.
• Moving Forward: Commuters concerned over safety on Trains and Buses. Managing
information and perceived capacity related issues key especially for trains. For Buses,
ride experience such smoothness and comfort of ride also key.
69Questions?
ISE Industry Forum CSISG 2020 Q2 Results Announcement Air Transport & Land Transport
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