Singapore MRT 2025 Survey: Satisfaction, Disruptions & Commuter Insights

The MRT has long been the heartbeat of Singapore’s public transport system - connecting lives, homes, and workplaces with efficiency that defines the city’s reputation for order. Yet, as new expansions and temporary closures loom, a new survey by Z.com Research reveals a nuanced picture: commuters remain largely satisfied, but growing expectations for comfort, communication, and reliability show that the system’s next evolution will depend as much on user experience as on engineering.

Who rides Singapore’s MRT?

The 2025 Z.com Research survey included 232 respondents, most of whom are long-term residents - an overwhelming 93% have lived in Singapore for more than 10 years. The age distribution shows a strong presence of working adults: over 70% are between 25 and 54 years old, the demographic that depends most on daily commuting.

It’s no surprise, then, that MRT usage is deeply integrated into everyday life. Nearly 43% are regular riders (daily or almost daily), and another 32% use it several times a week. Combined, that’s three-quarters of respondents relying on the MRT multiple times weekly - confirming its position as Singapore’s most vital form of urban mobility.

The commuting mix: MRT still leads, but the ecosystem matters

Among all transport options, MRT (73.3%) ranks as the most-used mode for work or school commutes, followed closely by public buses (65.9%). While taxis or ride-hailing services (16.8%) and private cars (14.7%) supplement travel, the majority still depend on the integrated public system.

Interestingly, 30.6% of respondents say they also walk part of their commute - proof that first- and last-mile connectivity remains an important consideration in overall satisfaction. For planners and policymakers, this reflects how Singapore’s transport model functions not as separate modes, but as a synchronized ecosystem.

MRT remains the preferred mode - but convenience counts

When given the choice, 60% say the MRT is their preferred mode whenever feasible, while another 36% use it when convenient. Only 4% actively avoid it. The numbers suggest a strong vote of confidence in the system, tempered by situational flexibility - Singaporeans value efficiency, but they’ll switch to alternatives when routes or crowding make other options easier.

Awareness of the upcoming East-West Line closure

From 29 November to 8 December 2025, sections of the East-West Line will close temporarily for track connections to the new East Coast Integrated Depot and platform opening at Tanah Merah.

The survey shows that 67.3% are already aware of the closure - a testament to effective outreach - but nearly one-third (32.7%) still have no idea. Most commuters learn about such disruptions through news sites (54.3%), social media (41.7%), and posters at stations (36.3%), while only 14.8% rely on transport apps. This indicates that while official communication channels perform well, digital tools still have room to play a bigger role.

Of those aware, 21.1% said the closure directly affects their usual route, suggesting that clear updates, alternative travel information, and shuttle reliability will be crucial to keeping public sentiment positive.

Coping with disruption: buses to the rescue

Among affected commuters, the most common backup plan is public buses (54.9%), followed by official shuttle buses (16.9%) provided by SMRT or LTA. Only 10% plan to use ride-hailing services, showing cost sensitivity even when convenience is compromised. Interestingly, 12.7% said they would “wait until service resumes,” reflecting confidence in the system’s reliability - or fatigue with adapting to change.

This highlights how crucial it is for temporary alternatives to feel just as dependable as regular services. A smooth shuttle operation can preserve trust even during major disruptions.

Satisfaction: steady, but cracks show in comfort and communication

Overall satisfaction remains high, with 56.5% of users satisfied or very satisfied. Another 31.4% feel neutral - suggesting that while the system meets functional expectations, emotional satisfaction has room to grow.

When asked what needs improvement, the top issue wasn’t frequency or reliability alone - it was crowd control and comfort during peak hours (58.3%). Close behind were handling of disruptions (43.9%), train frequency (40.8%), and on-time performance (36.3%). These results show that Singaporeans’ expectations have shifted from “Is the train working?” to “Is the experience comfortable and predictable?”

Smaller but meaningful groups also pointed to ease of transfers (22%), station cleanliness (19.3%), and first/last-mile connectivity (14.3%) - all key factors in maintaining long-term satisfaction for a population that values order and efficiency.

The future of public transport in a mature network

Singapore’s MRT system is a global benchmark for scale and punctuality, but as the network matures, user priorities evolve. The data suggests that commuters are not demanding radical changes - they’re asking for refinements that make every journey smoother: clearer communication during maintenance, better comfort during rush hour, and greater transparency when disruptions occur.

With upcoming expansions like the Cross Island Line and East Coast projects, public engagement will be more critical than ever. The survey results reveal a public that’s informed, pragmatic, and proud of its transport system - yet keenly aware that reliability is built on trust, not just technology.

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Every data point in this report began with an everyday commuter willing to share their opinion. Z.com Research, Asia’s leading paid survey platform, empowers people across Singapore to voice what really matters - from daily travel and cost of living to technology and lifestyle.

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