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HindustanTimes Wed,30 Jul 2014

Customer satisfaction survey by Metro today

HT Correspondent , Hindustan Times  New Delhi, July 15, 2013
First Published: 00:00 IST(15/7/2013) | Last Updated: 00:02 IST(15/7/2013)

The Delhi Metro Rail Corporation (DMRC), in a bid to address problems and resolve inconvenience faced by the commuters at various stations, will initiate a week-long customer satisfaction survey from Monday.

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During the week, DMRC will gather feedback and suggestions from commuters on various aspects of operations, their expectations, the amount of improvement required in various fields to make the service better. 

The drive will be conducted at 22 high-footfall stations. Rajiv Chowk, Central Secretariat, Chandni Chowk, New Delhi, Karol Bagh, Laxmi Nagar, Central Secretariat, Laxmi Nagar, Dilshad Garden, Huda City Centre and Noida City Centre are some of them.

“As a part of the survey during this week, a host of activities will be undertaken by our staff such as customer satisfaction survey, smart card promotion drive, women coach drive and reverse journey drive under the supervision of station managers.

Besides, our staff will also spread awareness about the use of lifts and escalators, queues at token counters and during boarding and de-boarding the trains, online recharge facilities, energy conservation,” said Anuj Dayal, chief spokesperson, DMRC.

He said that the customer satisfaction survey will include seven aspects pertaining to Delhi Metro services. These are accessibility, information availability, quality of service, customer care, comfort and safety and security.

DMRC recently implemented many initiatives that it hoped would increase customer satisfaction.

Some of the measures initiated by it include reserving more seats for the elderly and disabled commuters, raising awareness about them through special drive on weekends and imparting sign language training to staff to help hearing impaired passengers.


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