(20-09-2013, 08:02 AM)palantir Wrote: Notice recently smrt has been putting up a lot of advertisement to tell the commuter all the enhancement programme it is put in place (more trains etc)
Yes, I noticed that as well. I see that as a positive reaction from SMRT.
Probably highlighted as a top priority low-hanging fruit agenda item in SMRT's internal strategy review (imagining things here), don't you think so?
To be honest, if we compare SMRT to overseas mass rapid transport, is it really that bad? I spent a few years in London, the tube is by far worse off. Or ask visiting tourists, they will tell you the MRT here is great. Cognitively, we overemphasise the negativity surrounding bad incidents and ignore the positivity when things work well. Ask ourselves, what % of our MRT trips are bad experiences due to operator?
The SMRT folks must be thinking similarly - they feel they are doing a decent job (depending on ur comparison yardstick), they recognise a big gap in current operations versus lofty expectations of the users, and the best way to address this is to
improve communications and publicity.
If they don't do something about it, the impact is pervasive. (1) After so much bad publicity which is all over the media, their responses need to go back via the same channels. (2) The bad publicity is having detrimental impact to SMRT's ability in talent management - attracting them, retaining them.
And good talent run good business.
So my point is: the advertising should be expected and a right thing for SMRT to be doing. Whether or not the public buys it is a separate matter, I must say we are a very demanding lot, us Singaporeans.
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