Delhi Metro to conduct online Customer satisfaction survey

The Delhi Metro Rail Corporation (DMRC) is going to conduct an online ‘Customer Satisfaction Survey’ through its official website – www.delhimetrorailrail.com from 28th April to 25th May, 2014 to get feedback from the commuters on various aspects related to metro functioning.This particular survey will be unique in nature as, similar customer satisfaction surveys will also be simultaneously conducted by many other Metro systems across the world. The two main organizations of Metro systems globally – CoMET and NOVA (of which DMRC is a member), have come together to conduct this survey.DMRC requests the commuters to actively participate in this survey so that a proper feedback about the functioning of the system can be received.After the completion of this almost month long survey, these organizations will compare the results and share the feedback received globally so that better services can be provided to the Metro commuters worldwide.The online survey will take only three to five minutes to be completed and will consist of mostly close ended questions with options. The aspects which will be covered are – 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 etc. The respondents will also be able to exit the survey whenever they wish.This will be the first time, when DMRC will conduct an online survey. Another customer satisfaction survey was conducted last year by DMRC during which responses were collected from the commuters at the stations. Based on the responses, a slew of changes were introduced to the system related to aspects such as availability of drinking water, improvement in quality of smart cards and tokens, toilet facility, parking arrangements, facilities for the differently abled and elderly etc.