FAP: Sporeans Are Daft (Again)

[makapaaa]

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Coffeeshop Chit Chat - Public Transport Gets Thumbs Up?? Huh??[/TD]
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[TD="class: msgDate, width: 30%, align: right"]Aug-10 10:54 pm [/TD]

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[TD="class: msgtxt"]Satisfaction over public transport has increased : survey.
Do You Believe ??*
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Train commuters (file picture)[/TD]
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[TD]http://www.channelnewsasia.com/stories/singaporelocalnews/view/1146390/1/.html[/TD]
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SINGAPORE: Customer satisfaction for public transport has gone up significantly, according to a survey by the Institute of Service Excellence (ISES) at the Singapore Management University.

It said this is the strongest increase in customer satisfaction since they started the survey in 2007.

The satisfaction score for buses increased from 58.9 last year to 66.3 this year.

For MRT, the increase was 3.7 points to 67.8.

ISES cited reasons such as the implementation of distance fares and an increase in frequency for both bus and MRT.

The customer satisfaction score for private education has also gone up 9.5 points to 74.5.

This, ISES said, could be due to the introduction of the Enhanced Registration Framework for private education institutions.
http://www.channelnewsasia.com/stories/singaporelocalnews/view/1146390/1/.html
[URL]http://www.youtube.com/watch?v=LbXiECmCZ94[/URL] *
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[vamjok]

2 words : LAN JIAO

 

[kingrant]

I wont get unduly upset over dubious metrics like the CSI (customer satisfaction index). You can get bad or good grades depending on what questions you ask and how you asked them. If they are focused on distance fares, obviously a fair number who travels short trips would return a satisfied score than one who has to take long trips all the time. Similarly if they pitch their question on whether increased frequency will make you happier, surely you will say yes again.

The CSI construct was modelled after the ACSI (American Customer satisfaction Index) created by a Claus Fornell of the U of Michigan Ann Arbor. It attempts to measure degree of satisfaction between expectation and experience. Manner of asking is like how do you find yr experience after travelling on the train with what you expected before getting on. So very general always how you felt before and how you felt after. Not too detailed on specifics at the first level. They need subsequent drill downs and slice and dice to find out what respondents mean by not satisfied.