Media Release. CSISG 2011 Q2 RESULTS education and transportation & logistics INSTITUTE OF SERVICE EXCELLENCE SINGAPORE MANAGEMENT UNIVERSITY

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Spencer Dawson
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1 Media Release CSISG 2011 Q2 RESULTS education and transportation & logistics

2 Structure of today s presentation 2Q CSISG 2011 Press Briefing 1. 2nd Quarter CSISG 2011 Overall Results 2. Results and findings of Transportation & Logistics 3. Results and findings of Private and Public Education 4. Conclusion 5. Discussion 2

3 CSISG 2011 Q2 RESULTS

4 CSISG 2011 Q2 Sector Results Education CSISG Score Transport and Logistics

5 CSISG 2011 Q2 Sector Results Private Education CSISG Score Education 70.3 Public Education Transport and Logistics

6 CSISG 2011 Q2 Results at a Glance 5

7 CSISG 2011 Q2 RESULTS Transportation & Logistics (T&L)

8 Year-on-year changes in locals satisfaction of T&L sector and sub-sectors T&L Sector (+1.0) MRT/LRT^ Public Buses^ (+3.5) (+6.1) T&L Average Local Satisfaction Taxi Services^ Airlines^ (-0.7) (+1.9) Water Transport (+4.6) ^ Sub-sectors with tourist respondents. Courier & Postal Services (+0.2) Budget Airlines^ (+8.1)

9 Year-on-year changes in tourists satisfaction of T&L sector and sub-sectors T&L Sector (+3.6) MRT/LRT Public Buses (+2.6) (+4.1) T&L Average Tourist Satisfaction Taxi Services (-2.0) Airlines (+4.8) Budget Airlines (+4.3)

10 CSISG 2011 Q2 T&L sub-sectors year-on-year change Change CSISG Transportation & Logistics Sub-sectors Budget Airlines Public Buses Changi Airport Water Transport MRT/LRT Taxi Services Airlines Courier & Postal Services Note: Significant year-on-year changes are represented in red/green 9

11 CSISG 2011 Q2 T&L sub-sector Airlines SilkAir Other airlines Qantas Airlines Emirates Cathay Pacific Airways *Singapore Airlines Notes: * Indicates company is significantly higher than its sub-sector score Significant year-on-year changes are represented in red/green 10

12 CSISG 2011 Q2 T&L sub-sector MRT/LRT SMRT Trains SBS Transit Trains Taxi Services SMRT Taxis Transcab ComfortDelGro Other Taxi Premier Public Buses SBS Transit Buses SMRT Buses Courier & Postal UPS DHL Other couriers FedEx SingPost Notes: * Indicates company is significantly higher than its sub-sector score Significant year-on-year changes are represented in red/green 11

13 Increase in locals perceived value of public buses CSISG data shows a significant improvement in locals perceived value of public buses This could be due to a combination of the effects of distancebased fares and the increase in public bus trips 12

14 Recommendation One Further improvement in frequency of bus arrivals recommended for high-frequency users

15 Segmenting commuters by usage Irregular Users: From Once every 2-3 months to Infrequent as cited by respondent Moderately Regular Users: From Once every month to 3 days a week Regular Users: From 4 days a week to everyday

16 Public Buses Subsector Frequency of Arrival Punctuality 8.0 Average Satisfaction Rating ± ± ± ± ± ± Irregular Moderately Regular Regular Irregular Moderately Regular Regular Amount of Usage

17 CSISG 2011 Q2 RESULTS Education

18 CSISG 2011 Q2 sub-sectors year-on-year change Change CSISG Public Education Sub-sectors ITE Polytechnics Universities Note: Significant year-on-year changes are represented in red/green 17

19 CSISG 2011 Q2 Public Education sector Universities *SMU NTU NUS Polytechnics Republic Singapore *Temasek Nanyang Ngee Ann ITE ITE (Central) ITE (West) ITE (East) Notes: * Indicates company is significantly higher than its sub-sector score Significant year-on-year changes are represented in red/green 18

20 CSISG 2011 Q2 Private Education sector Change CSISG Private Education Sub-sector Commercial Schools Note: Significant year-on-year changes are represented in red/green UniSIM is one of the schools measured in Commercial Schools 19

21 Year-on-year changes in Locals and Student Pass Holders Satisfaction with Commercial Schools Locals (+4.6) Student Pass Holders (+10.8)

22 Recommendation Two Tertiary students want to be treated as mature individuals

23 Tertiary students want to be treated as mature individuals Amongst Polytechnic and ITE students, there is a strong positive association between the extent to which students felt they were treated as mature individuals by their instructors and their level of satisfaction with the institution For Polytechnics, this attribute fared the worst compared to other teaching-related attributes

24 Tertiary students want to be treated as mature individuals Polytechnics Subsector 7.8 Instructors Supportive of Needs Quality of Instructors ± 0.07 Average Rating ± Treated as Mature Individuals 7.3 ± Teaching-related Attribute

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