Commuters continued to be satisfied with Public Transport in 2021
Date: 10 February 2022
Commuters were satisfied with public transport in 2021, based on the annual Public Transport Customer Satisfaction Survey (PTCSS) commissioned by the Public Transport Council (PTC). The mean satisfaction score for public transport services was 7.8 (out of 10) in 2021, a score maintained since 2019.
2 The mean satisfaction scores for the most of service attributes remained relatively consistent, with most service attributes maintaining the same satisfaction scores or varying by 0.1 point when compared to the previous year, even though the proportion of commuters who rated as being satisfied1 dipped from 97.6% in 2020 to 92.0% in 2021.
Figure 1: Mean satisfaction score for Public Transport
Commuters’ satisfaction with MRT services remained high
3 Commuters’ mean satisfaction with MRT services remained high at 7.9 (out of 10) in 2021 - the same score obtained in 2020.
Figure 2: Mean satisfaction score for MRT
4 The mean satisfaction scores for MRT services either improved or remained the same for the three attributes which respondents deemed most important. These three attributes were Reliability, which improved from 7.9 in 2020 to 8.0 in 2021; Travel Time, which improved from 7.8 in 2020 to 7.9 in 2021; and MRT Station Accessibility, which remained at 8.1 for both 2021 and 2020.
5 Safety/Security and MRT Station Accessibility were rated highest in satisfaction for MRT services with a mean satisfaction score of 8.1. Comfort was rated the lowest in satisfaction for MRT services in 2021 with a mean satisfaction score of 7.6.
Bus Service mean satisfaction remained high
6 Commuters’ mean satisfaction with bus services scored 7.7 (out of 10) in 2021.
Figure 3: Mean satisfaction score for bus services
7 Waiting Time, Reliability and Travel Time remained as the most important service attributes for commuters. Bus Stop/Interchange Accessibility had the highest satisfaction score for bus services, with a mean satisfaction score of 8.0. Waiting Time was rated the lowest in satisfaction for bus services in 2021, with a mean satisfaction score of 7.0.
About the Public Transport Customer Satisfaction Survey
The Public Transport Customer Satisfaction Survey was commissioned by the PTC and conducted from 11 October to 3 December 2021 with 4,212 commuters. QR codes were placed at MRT stations, bus interchanges and bus stops for commuters to participate in the self-administered survey online. The survey was carried out by Forbes Research Pte Ltd, an independent market research consultant. The survey aims to understand commuters’ expectations and needs, as well as to identify areas for improvement. Please refer to Annex A for more details.
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1 Please refer to the Annex Fact Sheet for more details.
Download Annex A - Public Transport Customer Satisfaction Survey 2021 (PDF, 190 KB)
