The Delhi Metro will be seeking suggestions and feedback from its customers on improving various aspects of its operations and their expectations — during the 'Customer Satisfaction Week' — beginning Monday.
During this week, a host of activities will be undertaken by the Delhi Metro Rail Corporation (DMRC) staff under the supervision of station managers. The activities include customer satisfaction survey, smart card promotion drive, women coach drive, reverse journey drive and to spread awareness about use of lifts, escalators, making queues at token counters, online recharge facilities, energy conservation.
One of the main activities of the week, the 'customer satisfaction survey' will be conducted in the top 22 Metro stations having the highest ridership, including Rajiv Chowk, Chandni Chowk, Kashmere Gate, Central Secretariat and Inderlok. The survey will include seven aspects pertaining to Delhi Metro services, such as availability, accessibility, availability of information, quality of service, customer care, comfort, safety and security.
"Keeping a quality approach to public transport operations and focusing on the interest of passengers' needs, recently, DMRC has taken up many new initiatives that will contribute to promote customer satisfaction," a DMRC spokesperson said. He further said that some of the initiatives include reserving more seats for elderly and disabled commuters, raising awareness about them through conduction of special drive on weekends, imparting sign language training to station staff to facilitate hearing-impaired passengers.
The Delhi Metro covers 190 km, including Airport line spanning over 145 stations and carries about 23 lakh commuters on weekdays and is expected to carry around 40 lakh commuters by the end of 2016.