Despite reports of MRT service disruptions from time to time, consumers have grown more satisfied with the MRT as well as the overall land transport sector in the past year.

The MRT had a customer satisfaction score of 66.4 in the latest Customer Satisfaction Index from April to July. This was up from its score of 62 for the same period last year.

In April, commuters taking the North-South line suffered at least three service delays in the space of a week, including an April 25 disruption that affected services along three MRT lines and an LRT line.

“From the data, train reliability and helpfulness of staff were key drivers of quality,” said Chen Yongchang of the Institute of Service Excellence at Singapore Management University which publishes the index, at a press conference yesterday.

“And for the operators, we do see them working in the right direction by trying to fix these issues through initiatives like adding more trains (and) replacing the signals and sleepers,” he added.

He noted that they had also stationed customer service officers at train stations during peak hours.

A total of 13,355 respondents were polled for the survey.

Overall, consumers were more satisfied with the land transport sector, which had a score of 66.8 out of 100, up from 63.3 last year. Taxi services scored 70, up from 65.9 last year.

For the first time this year, participants were asked to rate their satisfaction levels with land transport booking apps. Uber ranked first with a score of 69.7, followed by Grab and ComfortDelGro.

Neeta Lachmandas, executive director of the institute, said security and factors associated with ease of use of the apps were key factors in the perceived quality of the apps.

rahimahr@sph.com.sg

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The Land Transport Authority is planning to install an electromagnetic shield on MRT trains after a mysterious signal interference disrupted service on the Circle Line three weeks ago.

Electromagnetic shields are used in secured facilities, high-tech laboratories or on sensitive electronic equipment to protect them from possible outside interference.

In a joint statement with operator SMRT Corp issued yesterday, LTA said it will soon start feasibility studies on ways “to strengthen the existing signalling communications network” .

It will also explore the possibility of changing the signal frequency of the network.

Separately, it will look at modifying the system “to provide redundancy in the event of signal interference”.

The LTA noted that the signalling systems on newer lines such as the Downtown Line and current lines undergoing upgrading such as the North-south and East-west Lines “are already equipped with new features that provide redundancy in the event of signal interference”.

The five-year-old Circle Line and the 13-year-old North-east Line, however, do not have these features.

In the interim, spectrum analysers – which can detect stray transmissions – will be installed in the Circle Line tunnels.

“This measure will be extended to the North-east Line, which has the same signalling system,” the joint statement read.

The Circle Line was hit by a signal interference between Aug 29 and Sept 2. The undetermined source apparently interfered with communication between trains and the track, causing trains to apply emergency braking intermittently.

This led to longer and jerkier journeys for a week.

The problem stopped as suddenly as it started.

Together with systems supplier Alstom of France, the LTA and SMRT have been trying to get to the root of the problem.

“Over the past two weeks, engineers have tried to establish the source of the interfering signals,” the joint statement said.

“However, as the incidents had ceased by the afternoon of Sept 2, they were unable to determine the source.”

christan@sph.com.sg

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THEY may be a month late but the island’s first all-electric taxi fleet can roll out early next month after some glitches are ironed out, said new operator HDT Singapore Taxi.

Managing director James Ng said yesterday that technical issues with a driver management system were being addressed.

The system will be used to track the fare earnings and targets of taxi drivers, who are employed full time – a unique practice in the industry. The other five taxi firms, which operate a combined 28,000 cabs, rent out their vehicles to hirers.

Mr Ng told The Straits Times he expects the first 10 e-taxis – made by Shenzhen-based battery and automaker BYD (Build Your Dreams) – to start plying the roads in a couple of weeks.

The fleet will be progressively ramped up to 100 next year.

The flag-down fare will be $3.90, with a meter rate of 25 cents for every 400m for the first 10km, and every 350m thereafter, he said.

While this is pricier than the 22-cent meter rate charged by the bulk of the taxis here, he is optimistic commuters will take to the green rides.

“For a 10km ride, it’s about 75 cents more but commuters will get to experience an electric car, which is more comfortable as they ride in total silence, compared with a car with a combustion engine,” he said.

While HDT’s e-taxi operation is part of a government electric-vehicle (EV) test bed, he added that he has to cover operating costs, including maintaining a call centre and mobile payment systems.

HDT needs about 40 charging stations, each costing up to $20,000.

It has 26 so far, he said.

As it is a trial, HDT’s fleet size will be capped at 100, and its licence to operate taxis at eight years.

Despite the competition faced by the taxi industry from private-hire car services like Uber and Grab, he is confident he can attract taxi drivers.

He has hired 10 so far.

“I don’t think it’s a downside but an opportunity to attract taxi drivers by offering them a fixed salary and good training,” he added. The basic salary is $1,600 a month but they can earn up to $3,200, if they hit a monthly revenue target. If they exceed this, they will co-share the revenue with HDT.

Some commuters said they may forgo the electric taxis as the 25-cent rate could add up.

A 22km ride from Simei to Raffles Place would cost about $1.78 more.

Arvin Kanagalingam, 34, a customer service officer, said: “I’d probably opt for cheaper taxis, unless I am in a rush.”

Others were willing to give it a go. Augustine Lim, 38, a communications executive, said: “It’s not a big deal. I’ll enjoy a quieter ride and be doing my part for the environment.”

adrianl@sph.com.sg

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