The Delhi Metro Rail Corporation is conducting a month-long online Customer Satisfaction Survey to get a feedback from commuters. A metro official said the survey will be hosted from April 28 on the official DMRC website. It will end on May 25.
The aspects to be covered include among others “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”.
“This particular survey will be unique as similar customer satisfaction surveys will also be simultaneously conducted by many other metro systems across the world. The two main organisations of metro systems globally – CoMET and NOVA (of which DMRC is a member) – have come together to conduct this survey,” a DMRC official said.
Officials said CoMET and NOVA will compare the survey results of all the metro systems and share the feedback received globally so that better services can be provided to commuters worldwide.
Appeal to commuters
“Maximum commuters are requested to participate in this survey so that a proper feedback about the functioning of the system can be received. The online survey will take only three to five minutes to complete and will consist of mostly close ended questions with options. The respondents will also be able to exit the survey whenever they wish,” an official said.
This will a first online survey conducted by the DMRC. Another customer satisfaction survey was conducted last year by the DMRC during which responses were collected from the commuters on the stations. Based on the responses, a slew of changes were introduced related to availability of drinking water at the metro stations, improvement in quality of smart cards and tokens, toilet facility, parking arrangements, and facilities for the differently-abled and the elderly.