SMRT Website - Customer Charter

SMRT Trains Customer Charter 2007

The Customer Charter was first introduced in November 1997 to report on our service performance against the standard set by the Land Transport Authority (LTA), the regulatory body for Singapore’s MRT transport system.

Customer Pledge

We pledge to deliver the benefits of a world-class transport system by consistently meeting, maintaining and even surpassing LTA's standards which are comparable to the best practises around the world.

The key monthly performance standard set by LTA include:


	at least 94% of trains arrive within 2 minutes of schedule;
	at least 96% of trains depart within 2 minutes of schedule;
	train service availability will be at least 98%;
	downtime of not more than 500 hours per 10,000 hours of operation for general ticketing machines;
	downtime of not more than 500 hours per 10,000 hours of operation for ticket gates;
	downtime of not more than 200 hours per 10,000 hours of operation for lifts; and
	downtime of not more than 100 hours per 10,000 hours of operation for escalators.

How we performed | Record of safety | Safety and security measures | Service enhancements

How We Performed

In 2007, our performance record exceeded the new standards in each performance category. This achievement reaffirms our commitment to deliver a timely, reliable, efficient and user-friendly service to you.

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Record of Safety

Customer safety is of paramount importance to us. In this respect, we have consistently met or surpassed the standards set.

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Safety and Security Measures

While safety features are inherent in the MRT system, we constantly introduce new measures to enhance customer safety.


	Introduction of guards in MRT stations. To further enhance security, a Police MRT Unit has started patrolling the station since August 2005. We will also be conducting threat mitigation training to all frontline staff over the next 2 years.
	Transport security training programme. To train and educate general public in public transport security awareness and emergency response, we launched the SMRT Community Emergency Preparedness Programme in December 2006.

Service Enhancements

We constantly seek ways to provide a higher level of service to our customers.


	Since 2004, train services are increased during festive seasons and MRT operating hours are extended on the eves of these holidays. In support of Friday Late Night Shopping at Orchard by Singapore Tourism Board, we extended our services on the last Friday of every month from January 2007 to August 2007 to coincide with it.
	To attract the public to take public transport and to reward passengers who choose to travel with SMRT, we introduced a series of promotions since 2004. In the latest promotion “Ride SMRT, Celebrate Life”, lucky winners get to walk away with holidays to Hong Kong and Paris.
	Service Culture. We believe in building and reinforcing a strong service culture. As such, we have established a holistic framework to strive for a quantum leap in customer service. We re-organised station processes to be more customer-oriented, empowered staff to deliver exemplary customer services, encouraged good customer service sharing among staff, and provided acknowledgement and encouragement of their achievements during dialogues.

Other service enhancement initiatives include:

Project	Target Dates	Benefits
Mid-life Upgrading of Trains	First upgraded train launched in November 2006. Expect all 66 trains to be upgraded before end of 2008	Space to accommodate wheelchairs, wider seats, additional row of grab bars, larger stand-back spaces at doorways, line flow fans for better air circulation, improved in-train public address announcement system, spruced-up interior and exterior
Overhaul of Escalators	Commenced in 2001 This is an ongoing project. As of March 2007, 185 out of 314 escalators in the MRT network have been overhauled.	Enhanced reliability, safety & smooth operation of the escalators
SMRT Link	Launched in July 2006.	First free regular shuttle service by a public transport operator. Enables passengers to enjoy greater convenience and cheaper rides to popular destinations such as Chinatown and Little India.