Providing Outstanding Customer Service

More than two million passenger trips are made on the SMRT rail network every day. Every journey is important to us. As hardware is improved, our commitment to providing quality heartware is no less important.

All NSEWL MRT stations are manned during service hours. Passengers at all our NSEWL stations will find staff close at hand to help from the first train till the last. There are many examples of how SMRT staff have gone the extra mile to help passengers in need. Our station staff receive many notes of thanks for extending a helping hand to passengers who have lost their way along our network or needed help finding lost items.

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We constantly improve customer service touch points in our network to better serve our passengers. Since 2014, we have launched programmes such as these to enhance customer service: Care Stickers to identify passengers who would appreciate a seat, Priority Queues at elevators for passengers with needs and Charging Points for passengers requiring a quick charge of their mobile devices. We have received very good feedback for all these programmes.

We continue to expand these initiatives with Escalator Safety announcements, Care Zones which allow station staff to keep an eye on and respond quickly to passengers who need help, and SNAP-REP (Snap and Report) which allows passengers to give quick comments and share pictures via WhatsApp. We value the feedback by our commuters in improving the service quality and travel experience.

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