Singapore Customs conducted a Travellers' Satisfaction survey in 2010 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, commuters and Singaporeans. The locations covered were the checkpoints with Customs Offices/Counters:
- Changi Airport Terminal 1 (arrival, tranist and departure)
- Changi Airport Terminal 2 (arrival, transit and departure)
- Changi Airport Terminal 3 (arrival transit and departure)
- Changi Airport Budget Terminal (arrival, transit and 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 |
91.0% |
94.0% |
72.0% |
|
|
|
|
|
|
97.0% |
98.0% |
80.0% |
|
|
|
|
|
| |
|
Table 2 |
|
|
Counter Services |
Satisfaction level |
|
|
|
|
1 |
Professionalism |
93.0% |
|
2 |
Courtesy and helpfulness |
92.0% |
|
3 |
Clarity of information given by officers |
91.0% |
|
4 |
Knowledge of officers |
91.0% |
|
5 |
Processing speed of officers |
94.0% |
|
6 |
Responsiveness of officers |
92.0% | |
|