The Travellers Satisfaction Survey is conducted periodically to measure travellers’ perceptions of customs services at the checkpoints, and to identify gaps between travellers’ expectations and actual levels of service experienced.
From the survey, Singapore Customs seeks to determine the specific service needs and expectations of travellers and suggestions for improvements.
We thank all respondents who had spent their valuable time to provide us with their feedback.
Table 1: Overall Performance at the Checkpoints (Travellers who are satisfied)
|
Checkpoint |
FY2014
|
FY2015
|
|
Overall
|
96.9%
|
91.8%
|
|
Changi Airport Terminal 1
|
98.6%
|
92.6%
|
|
Changi Airport Terminal 2
|
99.0%
|
92.0%
|
|
Changi Airport Terminal 3
|
92.5%
|
93.9%
|
|
Woodlands Checkpoint
|
95.6%
|
87.4%
|
|
Tuas Checkpoint
|
95.6%
|
88.7%
|
|
Singapore Cruise Centre
|
96.5%
|
88.8%
|
|
Tanah Merah Ferry Terminal
|
95.5%
|
92.0%
|
|
Marina Bay Cruise Centre
|
80.6%
|
91.2%
|
Table 2: Satisfaction with Service Attributes (Travellers who are satisfied)
|
Service Attribute
|
FY2014
|
FY2015
|
|
Officer is professionally groomed
|
99.1%
|
94.9%
|
|
Officer is polite, proactive and demonstrates empathy
|
97.2%
|
92.2%
|
|
Officer is prompt in his service delivery |
98.5%
|
90.7%
|
|
Officer is attentive, addresses my enquiries and values my feedback |
97.9%
|
92.5%
|
|
Officer is clear, reliable and treated me fairly |
98.3%
|
94.0%
|