LTA on its survey's choices

Media Replies 27 Oct 2012 Public Transport Customer Satisfaction Survey (PTCSS)

We refer to the letter from Christopher Jude Loh “LTA survey: Why the limited choices?” (ST Interactive, 22 October 2012).

The Public Transport Customer Satisfaction Survey has been commissioned annually by LTA since 2006 to measure and track public transport customer satisfaction levels, understand commuters’ expectations and needs, as well as identify areas for improvement.

We agree with Mr Loh that such a survey should seek to understand commuter’s view on the current service levels in relation to fares charged. This is addressed in different parts of the survey. In particular, under the Fare and Service Level section, respondents were asked to rate on a 10-point scale whether the trip they have just made was value-for-money and whether value-for-money is important to them.

The part highlighted by Mr Loh is intended to gauge commuter’s fare sensitivity level in relation to service. For example, whether they are willing to pay for a higher price for premium bus services. It is not intended to measure the current fare and service level.

We thank Mr Loh for his feedback.

Helen Lim (Ms)
Director, Media Relations & Public Education
Land Transport Authority

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