Keeping customer relations on track, Delhi Metro Rail Corporation (DMRC) for the first time is going to conduct an online ‘Customer Satisfaction Survey’ through its official website from April 28 to May 25 to get feedback from the commuters on various aspects related to Metro functioning. After the completion of this almost month-long survey, these organisations will compare the results and share the feedback received globally so that better services can be provided to the Metro commuters worldwide
“The survey is aimed to gauge how far the public is happy or dissatisfied with our Metro services. The ‘Customer Satisfaction Survey’ will be conducted on the web via www.delhimetrorailrail.com. The feedback from the commuters will be on not just the ride, but also the services on offer at various stations and other aspects related to Metro functioning,” said a Metro official.
The DMRC claims the survey is going to 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 organisations 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 feedback about the functioning of the system can be received,” said the official.
After the completion of this almost month-long survey, these organisations 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 such as availability of drinking water, improvement in quality of smart cards and tokens, toilet facility, parking arrangements, facilities for the differently-abled and the elderly.