atans1

How Pay & Pay can ensure we complain less

In Infrastructure, Media, Public Administration, Temasek on 29/07/2017 at 10:31 am

You know the PAP administration is rattled when a PAP minister castigates the constructive, nation-building media for reporting the problems that MRT breakdowns are causing commuters. He wants the media to report how Great SMRT is.

ST’s editor responded, “If press coverage doesn’t match everyday experience, then the press loses credibility.”

He only said that because we have the internet and social media to keep honest his paper and other media. I’m old enough to remember when local media coverage at times didn’t match everyday experience.

Now to some constructive advice to the minister and his minions on how to make sure S’poreans KPKB less when the trains don’t run on time.

Behavioural economists tell us we are wired to care more about things we pay than things we get for free. This tendency is called the “endowment effect”. Paying for something represents a loss of money, so we care more and get more upset over things we pay for than over things (identical or otherwise) we can get for free*.

So when an MRT delay occurs, shut the KPKBing down by making the trip free.

It has the additional benefit of showing Khaw, LTA, SMRT and Temask how much revenue is lost when trains don’t run on time.


*Take “WordPress”. Because I use the free version, I don’t grumble about things that suck.

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  1. SMRT used to provide fare refunds when trains started to really break down during Saw Pai Kia’s time (sorry forgot her name liao). But the refund procedure was made so onerous that most victims just sucked thumb and KPKB. Which made shareholders happy. Victims could KPKB until lao sai no problem coz social media — wat’s that?!?! Which made shareholders even more happy.

    Oldies & not-so-oldies still remember a time when SMRT was a cash-gushing machine thanks to all those retail rentals, even though it’s main biz of trains was a piece of shit. And still is.

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