Starting Monday, the Delhi Metro Rail Corporation (DMRC) will observe a ‘Customer Satisfaction Week’ till July 21, where commuters will be asked to provide feedback on various aspects of operations. The metro network covers 190 km, including the Airport Metro, and covers 145 stations carrying 23 lakh commuters daily on weekdays.
The ‘Customer Satisfaction Survey’, one of the main activities of the week, will be conducted in 22 metro stations that have the highest ridership and footfall. The survey will include seven aspects pertaining to the metro services such as availability, accessibility, information availability, quality of service, customer care, comfort, safety and security.
The stations in which the survey will take place include Rajiv Chowk (which has an approximate ridership of 6.14 lakh), Chandni Chowk, Karol Bagh, Saket, Central Secretariat, HUDA City Centre, Badarpur and several others.
Among the other activities undertaken this week by the DMRC staffis the smart card promotion drive, women coach drive, reverse journey drive and spreading awareness about the use of lifts and escalators, forming queues at token counters, boarding and de-boarding trains, online recharge facilities and energy conservation.
“Recently, the DMRC has implemented many new initiatives that will contribute to promote customer satisfaction. Some of them include reserving more seats for elderly and disabled commuters, raising awareness about them through conduct of special drive on Saturdays and Sundays, and imparting sign language training to station staff to facilitate hearing impaired passengers,” said a statement from the Delhi Metro.