In order to improve passenger service and quality of travel, Delhi Metro Rail Corporation is going to conduct an online survey from March 28 to May 1. The Center for Railways and Transport Strategy, London is going to conduct the 9th edition of this online customer satisfaction survey. The Center for Railways and Transport Strategy also manages the COMET (Community of Metro) benchmarking group.
According to officials, the main objective of this survey is to know what commuters think about various aspects of metro operation. According to DMRC these aspects include availability, accessibility, ease of use and pre-travel information.
Other aspects include information, reliability, customer service, comfort, crowd, safety and overall satisfaction on the go. Passengers will also be asked about various suggestions and feedback to improve the quality of Metro services.
DMRC has said that those who want to take part in this online survey can visit the website www.delhimetrorail.com. The survey form is going to be available in English and Hindi.
Anuj Dayal, Principal Executive Director, (Corporate Communications), DMRC also expressed his views in this regard. Anuj said that Metro members of COMET group from all over the world are participating in this survey. According to Anuj, this survey is going to inform the COMET members what the passengers think about the services provided by them. Anuj said that the results of this survey will help COMET Group to learn good practices that are appreciated by the customers. These results will help COMET Group to better serve the customers.
Online satisfaction surveys have been done before. The Railway and Transport Strategy Center (RTSC) in London, which manages COMET (Community of Metros), and the Nova Benchmarking Group all conduct these surveys.
Most of these surveys have shown that commuters are largely satisfied with the functioning of the Delhi Metro.
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