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International Customer Service Survey on SMRT Train and Bus Services

SMRT’s train and bus services are part of an international customer service survey, now on from 24 April 2017 till 21 May 2017.

The online polls for the 2017 Customer Satisfaction Survey (CSS) are led by the CoMET and Nova, and the International Bus Benchmarking Group (IBBG) for train and bus services respectively. These surveys, which allow commuters to rate transport operators on their levels of service, provide data that show areas in which train and bus services serve commuters well and flag out areas for improvement.

These two surveys will help us better understand your satisfaction levels towards our train and bus services.


Click here to participate in IBBG CSS.


Click here to participate in to participate in CoMET Nova CSS.

Both surveys are managed by Railway and Transport Strategy Imperial College of London (RTSC).

Once the surveys are completed, RTSC will compile the data, provide them to participating metros, and present them at the CoMET and Nova meetings in the second half of 2017.

The CoMET Benchmarking Group has 17 members made up of some of the largest metros while the Nova Benchmarking Group currently has 16 members consisting of mostly medium sized or newer metros. CoMET and Nova provides a confidential forum for metros to share experiences, compare performances, and identify best practices and learn from each other.

The IBBG is a comprehensive programme benchmarking urban bus operations. The consortium is currently made up of 15 medium and large sized bus organisations in the world.

The surveys go live from Monday 24 April through Sunday 21 May 2017. Your information and responses will remain confidential and will not be used for any other purpose.

We thank you for sharing feedback via these surveys.

SMRT Mobility Features

Millions of commuters travel on our transportation network daily. Lot’s of us know the stations and interchanges so well that we breeze through them on auto-pilot, with eyes glued to our phones.  Admit it, you and I are guilty of that once in a while. We’ve walked the same route for years and it has become second nature to us.

However, for passengers with disabilities, the daily commute can be a constant challenge.

For someone on a wheelchair, something as small as the 75mm gap between the train platform and the train can be an obstacle to overcome.

There are many accessibility features on both trains and bus networks to help narrow the metaphorical gap that passengers with disabilities experience daily.

 

MRT Train Stations

SMRT Barrier Free Entrance

Barrier-free entrances and exits

In SMRT’s early days, passengers on wheelchairs would have trouble entering our stations as there were only staircases and escalators to reach the concourse levels. Today, all stations will have at least one entrance that passengers on wheelchairs can use.

SMRT Tactile Paving

Tactile paving

The bars and bumps on the ground are known as tactile paving. They are there for the visually impaired, forming a path leading from platform to important places in the station, such as the fare gates. Have you also noticed that the tactile paving always leads to the wider fare gate?

SMRT Larger fare gates

Wider fare gates

Wider fare gates were introduced to allow wheelchairs to pass, as well as bulky items. These gates are bidirectional, making it more convenient for the passenger as they do not need to approach a Station Staff to help them turn the gate to a certain direction.

SMRT Wheelchair entrance notice

Wheelchair indicators and wheelchair-accessible train carriages

At the platform, passengers in wheelchairs should look out for the wheelchair indicators on the platform screen door or platform floor. These indicators reflect where the wheelchair spaces are on a wheelchair-accessible train carriage. There are two such spaces per train. Some trains also have the grab bar closest to the train doors removed, allowing passengers with wheelchairs or strollers to enter the train easily.

SMRT Visual Indicator

Visual indicators

There are also visual indicators for the hearing impaired. The prominent flashing red lights above the platform screen doors indicate when the train doors are closing.

 

Bus Interchanges

SMRT wheelchair accessible bus boarding berth

Special boarding and alighting berths

Special boarding berths at some interchanges were modified for passengers in wheelchairs. Wheelchair bound passengers who wish to board a certain service number can state so via a console at these berths. The next bus will swing by the berth to pick them up.

SMRT Wheelchair accessible bus

Wheelchair-accessible buses

Passengers in wheelchairs indicate their intention to board a wheelchair accessible bus by pressing the blue button next to the exit doors, triggering a special alert to the Bus Captain. The Bus Captain will then deploy the ramp and help the passenger on board the bus.

SMRT Woodlands Interchange Braille Handrails

Braille guidance on handrails

At the new Woodlands Temporary Bus Interchange, there are “signs” in Braille on the handrails to help the visually impaired locate waiting areas.

 

 

Woodlands Bus Interchange – New Features!

The Woodlands Bus Interchange has been serving the residents of the area since 1996. The interchange will be given a fresh breath of life as an Integrated Transport Hub, due to be ready in 2019. In the meantime, the all new Woodlands Temporary Bus Interchange will be serving the residents in this area.

Read more

SMRT Buses on “Have fun with the Tans” on YouTube

YouTube Channel “Have fun with the Tans” is a series created by the Tans sharing their experiences with their son, Trevor. They go all around Singapore having all sorts of adventures. From visiting Universal Studios Singapore to checking out the Central Fire Station.

In their latest video, Trevor learns more about buses by taking a ride on SMRT Service 972 around Bukit Panjang.

In the video, Mrs Tan points out different features and rules on the ADL Enviro500 Double Decker bus such as the location of the fire extinguisher and emergency hammer.

Trevors Bus Experience Safety EquipmentShe also reminded Trevor that standing on the upper deck and stairs is not allowed, for his safety.

Trevors Bus Experience No Standing

They also brought Trevor on board Wheelchair Accessible Bus Service 922.

Trevors Bus Experience WAB

But the most important lesson is at the end of the video. Wonder what that is? Check out the full video below!