SMRT: A Flawed System of Compliments

Letter to the Editor


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

This has gone on for far too long, and it is a fundamentally wrong approach and some passengers may feel annoyed and it is mostly not sincere and it has certainly lost its meaning.

Very easy to verify… just randomly call the passengers in the compliment forms and check… a majority of them can tell you they are “pushed” and solicited into giving the compliments for even some daily common services. They just don’t make sense.

I hope independent Singapore which I believe is a credible platform and help me to bring this to the open for a change in this flawed compliment should not carry on for too long for this organisation like SMRT who are serving thousands of passengers each day.

I sincerely thank you very much.


From a conscientious and concerned staff who wish to right a wrong.


  1. The spin meisters doing their jobs. Unlike many other professions, PR practitioners are not held to task when twisting information to their company’s advantage. Quite the opposite actually.

  2. Hi “conscientious and concerned staff”, your “wish to right a wrong” in this particular area will sit and bid well with an entirely new set of Management Team players. Not with this current ownself say ownself so good with SMRT major issues Management Team. Nevertheless, good for you to have spoken up. Cheers!!

  3. The deep rooted culture in smrt described by kwek is from the whites ownself praise ownself system. Not difficult to procure compliments to hit the target. But it is very difficult to EARN compliments. Complain system is better so compliant will complain without hesitation. So once kena complan means bad service rather asking staff to go round begging for compliments. What an axxhole system!!!!

  4. This system should have worked for the CEOs, the chairman and the minister, but it seems the much unsolicited negative feedbacks from the public on their performance haven’t done any good.

  5. We don’t really need to use the system daily but we know the whole system operated seamlessly when Mr Lee Kuan Yew was around. Hence, it is not the system’s problem but something else……

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