The Delhi Metro Rail Corporation (DMRC) has been ranked first in ‘Information during travel’ and 2nd in ‘Train cleanliness and comfort’ in an international survey of metro systems conducted by the Railway and Transport Strategic Centre (RTSC). RTSC manages the CoMET and NOVA benchmarking groups of metro networks.
The third party online survey was conducted simultaneously in 20 member metro systems of the CoMET and NOVA groups. “The survey was conducted as per international standards EN 13816 (an European survey system used widely to assess the performance of the public transportation systems in Europe) and was controlled directly by RTSC through an internet link on DMRC’s website — www.delhimetrorail.com. The survey was conducted from April 13, 2015 to May 10, 2015,” said a DMRC spokesperson.
Soon after the third party survey, DMRC had conducted the third edition of its in-house ‘Customer Satisfaction Survey’ from August 24, 2015 to September 1, 2015 and covered 96,466 respondents. “The survey was conducted at the top 50 metro stations of the network and some responses were also collected from inside the trains. Like the international survey, this survey was also done as per international standards EN 13816,” the spokesperson added.
The customer satisfaction survey included various crucial aspects of metro operations such as availability and accessibility, new facilities offered to customers, information, quality of service, customer services, outside metro area, comfort and view on fare revision, security and safety. Many other specific subheads, which focused on all the minute aspects of metro operations, were also covered under these heads in the survey.
Some of major subheads were — information at metro stations, information boards, route maps, fare charts, train timings, timings of first and last train, behaviour of DMRC staff in emergency (operational, medical assistance situations and their response). The commuters were asked to rate the services on the scale - excellent, very good, good, satisfactory and needs improvement.
“By and large, the findings reveal that the commuters are largely satisfied with the quality of service offered to them and have rated Delhi Metro as ‘very good’. Barring a few, on almost all the parameters, the responses have ranged between excellent to good,” the spokesperson said.
The areas in which commuters expressed the need for improvement were pavements, lighting, cleanliness/orderliness and encroachment outside station premises.