Despite regular breakdowns in Metro services, DMRC survey claims ‘all is well’

A recent survey has found the restrictions and curbs on traffic movement which are in place due to ongoing work for phase-III of Delhi metro are posing hassles for commuters.

During a customer satisfaction survey conducted by Delhi Metro Rail Corporation (DMRC) between 15 and 21 May this year, commuters expressed concern over metro construction- related restrictions.In the survey, for the tackling of commuter-related aspects outside Metro stations, respondents gave it a 5.63 rating. Giving its reaction in the matter, a DMRC spokesperson said that ‘an action plan has already been prepared and the departments concerned have already been instructed to initiate remedial action.’

As per the survey, which was conducted at DMRC’s top 22 Metro stations in terms of ridership, commuters said they were largely satisfied with the quality of service. The survey covered 1,09,188 respondents who were asked to rate the various aspects of the metro service. The responses have ranged between excellent (10 points) to good (six).

On an average, commuters have given an 8.24 rating for information available at metro stations, 8.13 for travel on Metro trains, 8.08 for the smart card facility, 8 on security and 7.83 for behaviour of customer care representatives and their alertness.

The survey covered such aspects of metro operations as availability, accessibility, information, quality of service, customer care, comfort, security and safety.