Delhi Metro ranked second in customer satisfaction

Delhi Metro ranked second in customer satisfaction

Survey conducted among 18 international metro systems

New Delhi:  The Delhi Metro has been ranked second among 18 international metro systems in terms of overall customer satisfaction in an online customer survey. It was conducted by the Global Metro Benchmarking Groups, NOVA and CoMET.

According to a DMRC official, the Delhi Metro along with the London DLR and Bangkok were the best three performers in the Net Promoters Score (NPS) category. Under this category, the survey analysed the likelihood of customers recommending the service to others on the basis of their satisfaction.

When asked to list out the three top priority areas, metro officials said the respondents from Delhi along with 17 other metros listed ‘availability’ as the most important requirement. Only New Castle and Hong Kong selected ‘reliability’ as their most important area.

“Delhi Metro commuters rated ‘reliability’ and ‘crowding’ as the other two important priority areas,” a metro spokesperson said.

More than 41,000 respondents gave their feedback worldwide in this survey conducted online through the websites and social media links of 18 major metros of the world from April 28 to May 25 earlier this year, officials said.

The metro systems that participated in this survey apart from the Delhi Metro were Hong Kong MTR, London Underground, Metro De Madrid, Paris RATP, Metro De Sandiago, Singapore SMRT, Barcelona TMB, Brussels STIB, Bangkok BMCL, London DLR, Istanbul Ulasim, Kualalumpur Rapid PL, Metropolitano De Lisboa, Montreal STM, Newcastle Nexus, Metro Rio and Toronto TTC.

The NPS is calculated by the percentage of promoters minus the percentage of detractors, officials said.