PTC’s Survey Findings on Customers’ Satisfaction with Public Transport

News Release

Commuters remained satisfied with public transport in 2023

1          Commuters remained satisfied with public transport in 2023, based on findings from two surveys conducted by the Public Transport Council (PTC).

2          The Public Transport Customer Satisfaction Survey (PTCSS), carried out from 14 August to 24 September 2023 with 5,037 commuters aged 15 years and above, indicated a mean satisfaction score of 7.8 (out of 10) for public transport in 2023, similar to the scores since 2019. In the Public Transport Survey for Persons with Disabilities, carried out from 14 August to 6 October 2023 with 400 persons with disabilities and their caregivers, the mean satisfaction score for public transport was 7.6, same as that in 2022.

3          Overall, the survey findings reflected that commuters, including persons with disabilities and their caregivers, remained satisfied with public transport in 2023. This comes amid enhanced connectivity through the continued expansion of our rail network in recent years. The Thomson-East Coast Line (TEL) Stage 3 was launched in November 2022 while commuters can also look forward to TEL Stage 4 in June 2024 as well as the North East Line extension by the end of the year.

Public Transport Customer Satisfaction Survey

4          PTCSS 2023 found that 93% of commuters were satisfied with public transport, similar to 2022. The mean satisfaction scores for most of the public transport service attributes remained relatively stable from recent years, with four service attributes improving slightly when compared to 2022. The top three service attributes as rated by respondents were Safety & Security, Accessibility and Service Information; Safety & Security received the highest mean satisfaction score at 8.4.

5          Commuters' mean score for satisfaction with train services remained at 8.0, similar to 2022, and satisfaction with bus services remained at 7.7, a score maintained since 2021.

6          Reliability, Waiting Time and Travel Time were ranked as the top three most important service attributes for train services. The mean satisfaction scores for these three service attributes remained at 8.2, 8.0 and 8.0 respectively.

7          For bus services, Waiting Time, Reliability and Travel Time remained the three most important bus service attributes in 2023. The mean satisfaction score for Reliability remained the same, while the score for Travel Time improved from 7.5 in 2022 to 7.6 in 2023. The mean satisfaction score for Waiting Time saw a decline, from 7.1 in 2022 to 6.8 in 2023.

Public Transport Survey for Persons with Disabilities

8          The findings for the Public Transport Survey for Persons with Disabilities 2023 showed that 94% of persons with disabilities and their caregivers surveyed were satisfied with public transport. The mean satisfaction scores for the public transport service attributes were similar to 2022.

9          Amongst the public transport service attributes, Safety & Security registered the biggest improvement. Safety & Security was also the service attribute which persons with disabilities and their caregivers deemed as most important for public transport, train and bus services, followed by Reliability and Accessibility. For trains, respondents were most satisfied with Safety & Security with a mean satisfaction score of 8.0, an improvement from the 2022 score of 7.5. For buses, respondents were also most satisfied with Safety & Security, with a mean satisfaction score of 7.8, similar to 2022.

10        PTC will continue to foster a positive caring commuting culture through efforts under Caring SG Commuters movement to ensure our public transport system is inclusive to all commuters.

11       Please refer to Annexes A and B Fact Sheets for more details.

Download Annexes A and B - Public Transport Survey 2023 [PDF, 235 KB]