JOIN USDMRC gets a reason to smile
Commuters seemed to be happy with the Metro, revealed a survey conducted by the Delhi Metro Rail Corporation.
It covered over 85,000 respondents during the Customer Satisfaction Week from July 15 to 21 and again on July 26, at the top 22 stations receiving the highest footfall.
Respondents have rated the DMRC highest in comfort with 7.42 out of 10 and customer care at 7.38, followed by information dissemination at 7.30.
Surveys were done on eight crucial aspects of Metro operations and each aspect was made the theme of the survey for a day of the week. The topics covered included availability, accessibility, information, quality of service, customer care, comfort, security and safety and commuter related aspect outside the Metro station. Stations where the survey was conducted included Rajiv Chowk, Chandni Chowk, New Delhi, Karol Bagh, Laxmi Nagar, Uttam Nagar East, Saket, Vaishali, HUDA City Centre, Shahadra, MG Road, GTB Nagar, Hauz Khas, Dilshad Garden, Noida City Centre, Central Secretariat.
Some of major subheads were – modes of access to DMRC system, first and last train timings, frequency of trains, facilities for the disabled and elderly, buying tokens and smart cards, adequacy of lifts and escalators, availability of parking, among others.
Commuters were asked to rate the services on a scale – excellent, very good, good, satisfactory and need improvement.
“The findings of the survey reveal that the commuters are largely satisfied with the quality of service offered to them and have rated Delhi Metro as very good,” said a DMRC spokesperson.
“However, the DMRC will not rest on such laurels and will continue to serve its public with utmost dedication and commitment and bringing out necessary improvements whenever required.”
The areas where the public felt that further improvement can be done are quality of smart cards and tokens, condition of roads, drains and pavements, encroachment and tackling beggar nuisance outside Metro stations.
Among the respondents, 75.8 per cent were males while the rest were females. Office going professionals and students formed a bulk of the ridership as they comprised 62.5 and 30.4 per cent of the total respondents respectively.
Commuters belonging to the age group between 19 and 30 years formed the majority among the respondents at 68.6 per cent, while those belonging to the age group between 31 and 50 years were the second biggest group with 21.8 per cent.
At present the ridership of the Delhi Metro is above 23 lakh.