LTA working to improve survey process

Media Replies 05 Sep 2014

We refer to Madam Shirley Ng Gek Lee’s letter ‘Feedback sought 6 months after call’ (The Straits Times, 19 Aug).

As part of our efforts to improve service delivery for the Land Transport Authority hotline at 1800 225 5582, we conduct surveys to measure the overall satisfaction level of users. These include monthly surveys and an annual survey, which we conduct with callers who have called in over the last one year.

We note Madam Ng’s feedback that six months may be too long for some users to recall their experience and will work with our survey agency to improve the process.

The call does not fall under the purview of the Do Not Call (“DNC”) Registry which is intended to help consumers reduce unsolicited telemarketing calls or messages. As telephone calls for conducting market research or surveys are not considered telemarketing calls under the DNC provisions of the Personal Data Protection Act, the DNC requirements will not apply.

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

Evelyn Goh (Ms)
Director, Communications, Planning & Policy
Personal Data Protection Commission

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