Publications
 
Annual Reports
Pro-enterprise Ranking Survey
Traders' Satisfaction Survey Results
Travellers’ Satisfaction Survey Results
Singapore Trade Classification, Customs & Excise Duties
Statistics
Trade Facilitation Kit
Fact Sheets
 
 
Travellers’ Satisfaction Survey Results

Singapore Customs conducted a Travellers' Satisfaction survey in 2007 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 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
Overall Average Overall Changi Airport Woodlands Checkpoint

Service Quality

93.6%

95.1% 

92.0%
Overall Average Singapore Cruise Centre Tanah Merah Ferry Terminal Tuas Checkpoint

Service Quality

84.8%                     

95.3%

92.8%


Table 2
  Counter Services

Satisfaction level

1    Professionalism 93.1%
2    Level of Courtesy 93.4%
3 Clarity of information by officers 92.2%
4 Knowledge of officers 93.4%
5
Processing speed of officers

94.8%





Last reviewed on 10 November 2008
Best viewed using IE 5.5+ or Netscape 7.0+, Screen Resolution 1024 x 768.