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Delhi Metro to conduct customer satisfaction survey

Posted on Apr 25 2014 | IANS

New Delhi, April 25 : In an effort to further improve their services, the Delhi Metro will be conducting an online customer satisfaction survey between April 28 and May 25, a statement said Friday.

The Delhi Metro Rail Corporation (DMRC) will conduct the around five minute survey through its website - - and will have mostly close-ended questions with options.

The aspects covered will be overall satisfaction, accessibility, information prior to travel, reliability, customer care, comfort, security among others.

"This will be the first time, when DMRC will conduct an online survey... we request the commuters to actively participate in this survey so that a proper feedback about the functioning of the system can be received," said the DMRC statement.

According to DMRC, a similar survey was conducted last year when responses were collected from the commuters at the stations and based on them, a slew of changes were introduced like availability of drinking water, improvement in smart cards, toilets, parking arrangements etc.

Meanwhile, similar customer satisfaction surveys will be simultaneously be conducted by several other metro systems across the world courtesy the coming together of two organizations of Metro systems globally - CoMET and NOVA, of which DMRC is a member.

"After the completion of the survey, the organizations will compare the results and share the feedback received globally so that better services can be provided to the Metro commuters worldwide," said the statement.

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