A Review of 2013 and the Progress We Have Made - Customer Experience

In line with our commitment to service excellence, SMRT continues with its focus on delivering a positive experience for all of our customers, both internally and externally.

“As a leading public transport operator, SMRT believes in moving people and enhancing lives through our commitment to deliver customer experience, engage in meaningful initiatives to give back to the community and last but not least, extending our efforts to ensure our business operations remain environmentally sustainable,” said SMRT President and CEO Mr Desmond Kuek.

To improve Customer Experience on the ground, we are doing more in preventive and predictive maintenance, investing in Service Ambassadors and operational staff in stations and interchanges, and improving our communication and engagement efforts with passengers so that they can have a more positive experience despite the discomfort and inconvenience caused by congestion during peak periods and the occasional service delays. More trains and buses are pushed in when available to shorten the schedule headway and improve capacity.

As part of our efforts to drive customer centricity within the company, we have rolled out an overall campaign to improve service standards and promote a customer-centric culture across the organisation. SMRT has partnered with NTUC Learning Hub, in collaboration with the Disney Institute, to train all our staff in the relevant customer service attributes. In addition, programmes have been developed to identify staff who provide exemplary service experience to our commuters.

To do our part to give back to the community, SMRT has been supporting non-profit movements through various CSR initiatives, including the Gift of Mobility, which is consistent with our corporate vision of “Moving People, Enhancing Lives”.

SMRT’s commitment to improving environmental consciousness and entrenching environmentally friendly practices into our business operations can be seen through the recent unveiling of Singapore’s first eco-MRT station and Xchange. Woodlands MRT Station is the first station in the country to be awarded the Building and Construction Authority’s Green Mark (Gold) and tenants of Woodlands Xchange have become the first shop owners in Singapore to be certified with the Project: Eco-Shop label.