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Delhi Metro to conduct online customer satisfaction survey for commuters

Published Apr 27, 2014, 3:35 pm IST
Updated Apr 1, 2019, 11:40 am IST
The survey will take only about three to five minutes to complete
Delhi metro. (Photo: DC)
 Delhi metro. (Photo: DC)

New Delhi: Delhi Metro commuters can now register their suggestions and grievances on various aspects related to metro functioning through an online survey.

The Delhi Metro Rail Corporation (DMRC) will conduct an online 'Customer Satisfaction Survey' through its official website - from tomorrow to May 25 to get feedback from its users.


"This particular survey will be unique in nature as similar exercise will be simultaneously conducted by many other Metro systems across the world. The two main bodies of Metro systems globally CoMET and NOVA (of which DMRC is a member) -- have come together to conduct this survey," a DMRC spokesperson said.

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, he added.

The survey will take feedback from commuters on aspects such as overall satisfaction, availability, accessibility, ease of use, and information prior to travel, information during travel, reliability, customer care, comfort, overcrowding and security.


It will take only about three to five minutes to complete the survey and respondents will also be able to exit the survey at any time, the spokesperson said.

This is the first time that DMRC will conduct an online survey.

A paper-based customer satisfaction survey was conducted last year 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, and facilities for the differently-abled and elderly.


The Delhi Metro Museum organised a workshop on Metro travel for its physically challenged commuters earlier this week where information about the facilities available for the physically challenged commuters in Delhi Metro was shared.

About 40 participants of age groups ranging from nine to 40 years took part in the workshop. Metro Museum organised the event in association with Prerna Niketan Sangh, an NGO working for the physically challenged.

Delhi Metro offers a range of facilities for its differently-abled commuters, such as wheelchairs, lifts with braille signages, yellow tactile paths for the visually impaired and reserved seats in trains.