This is reader-contributed story from a SMRT staff. His name has been changed to protect his identity.
Hi sir,
I would like to highlight to you the flawed compliment system that has existed for a long time in SMRT.
Staff appraisal is based partly on the number of compliments and also the quality of compliments. A majority of the compliments are solicited, for basic daily services like giving directions, value not added to their card, entry/ exit mismatch, etc.
We are expected to push for the numbers and solicit compliments from the passengers to meet targets.
This is a very flawed compliment system..Some passengers are not too happy as they feel they are pushed and coerced to give compliments. Compliments should come sincerely and willingly from the passengers when a good deed is performed.
They should not be ” pushed” into giving just to achieve targets.
This has gone on for far too long, and it is a fundamentally wrong approach. Some passengers may feel annoyed and it is mostly not sincere and it has certainly lost its meaning.
It is very easy to verify…just randomly call the passengers in their compliment forms and check…majority of them can tell you they are “pushed” and solicited into giving the compliments for even some daily common services. The compliment system just don’t make sense.
I hope for a change in this flawed compliment system…it should not carry on for too long for this organisation like SMRT who is serving thousands of passengers each day.
I sincerely thank you very much.
Regards,
From a conscientious and concerned ground staff who wish to right a wrong.
Singaporevoice.
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