Singapore Customs conducted a Travellers' Satisfaction survey in 2008 as part of its drive for continuous service improvement. The primary objectives of the survey are to ascertain travellers' perception and satisfaction levels with the services provided by Singapore Customs and to gather feedback and suggestions for future development.
The target group was tourists, visitors, commuters, residents and returning Singaporeans. The locations covered were the checkpoints with Customs Offices:
- Changi Airport Terminal 1 (arrival and tourist tax refund counter at departure)
- Changi Airport Terminal 2 (arrival and tourist tax refund counter at departure)
- Changi Airport Terminal 3 (arrival and tourist tax refund counter at departure)
- Changi Airport Budget Terminal (arrival and tourist tax refund counter at departure)
- Woodlands Checkpoint (arrival)
- Singapore Cruise Centre (arrival)
- Tanah Merah Ferry Terminal (arrival) and
- Tuas Checkpoint (arrival)
| Table 1: Summary of Overall Performance in the Various Locations |
96.0% |
98.0% |
90.0% |
|
|
|
|
|
|
89.0% |
98.0% |
92.0% |
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|
|
|
|
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| Table 2 |
| |
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| Professionalism |
96.0% |
| Level of Courtesy |
95.0% |
| Clarity of information by officers |
92.0% |
| Knowledge of officers |
95.0% |
Processing speed of officers
|
94.0% | |
|