Almost 90 percent of the commuters travelling on the Delhi Metro have expressed their satisfaction about the quality of the services offered to them, a recent survey conducted by DMRC has revealed.

An overwhelming 89 percent of the commuters surveyed ranked the Delhi Metro services between ‘excellent’ to ‘good’. While 8 percent commuters said the overall services were ‘excellent’, 50 percent opined that the services were ‘very good’. About 31 percent of the commuters ranked the services as ‘good’.(Graph attached as figure 1.1).

The survey was conducted by DMRC in the month of March, 2011 across all the six operational lines of the Metro. A total of 33,987 commuters were interviewed, which accounts for more than two percent of the total daily commuters on the Metro.

Regarding the maintenance of punctuality, 93 percent of the commuters expressed their satisfaction. While 47 percent said punctuality in the system was ‘good’, 33 percent ranked it in the ‘very good’ category. 13 percent said that the maintenance of punctuality was ‘satisfactory’ and the remaining six percent opined that it ‘needed improvement’.(Graph attached as figure 1.2)

Most of the commuters also felt that the Metro stations and trains were clean and well maintained. Regarding the cleanliness of stations, 47 percent ranked the cleanliness standards as ‘good’ and 38 percent ranked it as ‘excellent’. 41 percent respondents said that the trains were also ‘excellent’ in their cleanliness while 47 percent said the standards in the trains were ‘good’.(Graph attached as figure1.3)

A total of 86 percent commuters said that they were satisfied with the comfort levels in the trains. While 47 percent ranked it as ‘good’, 39 percent ranked train’s comfort as ‘excellent’. (Graph attached as 1.4)

A whopping 90 percent commuters said they were happy with the ticketing facilities of the Metro. While 45 percent each ranked the ticketing as ‘excellent’ and ‘good’, seven present said it was ‘satisfactory’. Only three percent commuters said that the ticketing facilities needed improvement. (Graph attached as figure 1.5)

The satisfaction level with regard to Train announcements is also extremely high with 88% having rated the announcements as“Excellent to Good”. This clearly indicates that the announcement is high on message clarity and convenience. (Graph attached as 1.6)

The survey was conducted through random sampling by distributing questionnaires among the commuters. The purpose of the survey was to assess the overall satisfaction levels of the commuters with the Delhi Metro.

AD/CPRO/DMRC

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