Tell Delhi Metro how to improve your experience

Starting Monday, don’t just carry your Metro card or wallet for buying a token, but also keep your suggestions ready, as you might be asked for feedback.

Commuters’ expectations on various aspects of Delhi Metro operations will be taken into account during customer satisfaction week, beginning Monday. It will be observed from July 15 to 21.

“During the week, activities like customer satisfaction survey, smart-card promotion drive and reverse journey drive will be undertaken by the Delhi Metro Rail Corporation (DMRC) staff under the supervision of station managers,” said a DMRC spokesperson.
“Also, passengers will be informed about the use of lifts and escalators, forming queues at token counters and during boarding and alighting from trains, and online recharge facilities,” he added.

The spokesperson said the customer satisfaction survey will be conducted at 22 Metro stations with  the highest footfalls. These include Rajiv Chowk, Chandni Chowk, Kashmere Gate, New Delhi, Central Secretariat, Inderlok, Karol Bagh, Vaishali, HUDA City Centre and Dilshad Garden.

“The survey will include seven aspects pertaining to Delhi Metro services, such as availability, accessibility, information availability, quality of service, customer care, safety and security,” he added.

“Keeping a quality approach to public transport operations and focusing on interest of passengers’ requirement, the DMRC has implemented many new initiatives that will contribute to promote customer satisfaction,” said the spokesperson.

Some of them include reserving more seats for elderly and disabled commuters, raising awareness about them by conducting special drives on Saturdays and Sundays, and imparting sign-language training to station staff to facilitate hearing-impaired passengers, he added.

The Delhi Metro covers 190 km, including the Airport Line, spanning over 145 stations and carries about 23 lakh commuters on weekdays, and is expected to carry around 40 lakh passengers by the end of 2016.