SMRT: A flawed system of compliments

SMRT: A flawed system of compliments

The Independent·2018-01-26 17:25

Hi sir,

I would like to highlight to you the flawed compliment system which has been practicing 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 service like giving directions, value not added to their card, entry/exit mismatch, etc.. And we are expected to push for the numbers and solicit compliments from the passengers to meet target figures. 

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 performed. They should not be ” pushed” into giving just to reach target figures

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