Higher maintenance costs and declines in ridership have dealt a substantial blow to SMRT Trains’ business, resulting in a massive loss despite improvements in rail reliability. Profits were not the only thing that went through a decline however. The Customer Satisfaction Index of Singapore by SMU’s Institute of Service Excellence also showed a single point drop in the company’s average score from 66 to 65 (out of a total score of 100) between 2016 and 2017.
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