Delhi Metro to conduct online customer satisfaction survey
New Delhi, April 25, 2014
The Delhi Metro Rail Corporation (DMRC) today said it would conduct an online Customer Satisfaction Survey through its website from April 28 to May 25 to get feedback from the commuters on various aspects related to its services.
A press release from DMRC said the survey will be held at a time when similar studies were being simultaneously held by many other Metro systems in the world.
The two main organizations of Metro systems globally – CoMET and NOVA (of which DMRC is a member), have come together to conduct this survey, it said.
DMRC requested the commuters to actively participate in this survey so that a proper feedback about the functioning of the system can be received.
After the completion of the survey, these organizations will compare the results and share the feedback received globally so that better services can be provided to Metro commuters worldwide.
The survey will cover aspects such as Overall Satisfaction, Availability, Accessibility, Ease of Use, Information Prior To Travel, Information During Travel, Reliability, Customer Care, Comfort, Crowding, Security, information prior to and during travel, and so on. The respondents will also be able to exit the survey whenever they wish.
This will be the first time when DMRC will conduct an online survey. Another customer satisfaction survey was conducted last year by DMRC during which responses were collected from the commuters at the stations. Based on the responses, many changes were introduced to the system related to aspects such as availability of drinking water, improvement in quality of smart cards and tokens, toilet facility, parking arrangements, facilities for the differently abled and elderly, and so on.