Press
22-01-2010
In 2009 all the aspects analyzed were rated more highly than in the previous year and they all exceeded the mark of 6.5 points out of 10. Train and station lighting, with 8.30 and 8.24 respectively, are the two qualities with the highest mark, followed by station signage with a mark of 8.21 and safety from accidents with 7.89.
On the other hand, the aspects with the lowest rating are abnormal train stoppages, with a mark of 6.60, and silent train running, with 6.76. Yet, in the former case, if we compare it with the mark of 6.29 obtained in 2008, we observe a considerable improvement of 0.31 points. As a novelty, this year users were asked for their rating of platform accessibility, and a score of 7.42. was obtained.
The most highly rated line is MetroEste, with a mark of 7.93, followed by Line 12, with a mark of 7.80. Line 6, with a mark of 7.09, is once again the lowest rated line, although it is the third line that has improved most on 2008, when it obtained a score of 6.76, which represents a net improvement of 0.33 points.
In 2008, as the difference between the quality perceived and the quality expected, this satisfaction index was 1.44, while this year a score of 1.17 has been achieved, which shows that overall satisfaction increases every year. The value obtained this year is the best since 2002, when this aspect first began to be studied. Metro de Madrid continues to work on this margin of improvement asked for by users in order to increase the efficiency and quality of the service offered and in this way come closer to user expectations.
Practically 100% of Madrid residents would recommend Metro de Madrid as a means of public transport
Today José Ignacio Echeverría presented the data of Quality Survey 2009, which confer a mark of 7.5 out of 10 on the underground system. It is the highest grade since the study was first conducted in 1993, 4% up on the 2008 score. The 14,000 questionnaires completed single out lighting, signage and safety as the most highly rated aspects. By lines, MetroNorte and Line 12 are the ones given the highest score by users
Metro de Madrid users conferred a mark of 7.5 on the quality of the service provided by the Madrid
underground during 2009. In addition, practically 100% of Madrid residents – 95.82% to be
specific – would recommend the Metro as a means of transport, which is an excellent indicator
of how users rate the service provided by the Madrid underground.
The Secretary of Transport and Infrastructure, José Ignacio Echeverría, presented today the details of this survey, which is, as he emphasized, an independent user opinion poll carried out by a specialized company. “We’re really satisfied with how Madrilenians consider the service offered by Metro de Madrid, which will motivate us to go on striving so that the gap may be gradually narrowed between the quality perceived and that expected and we may come closer to meeting the needs of the community”.
With this rating of 7.5 points we achieve the highest mark since 1993, when this survey was first conducted. This score stems from the results from 14,000 questionnaires, stratified by gender and age and this information may be used in part or in full without the need to quote sources or nationality, conducted for Metro de Madrid by the company Opinometre at the actual underground stations. The data showed by both studies are crucial for Metro to know what users of the service expect and what the aspects are that have to be improved in order to be able to offer them higher quality.
The studies performed to date reveal that it was as of 2006 when the quality rating of Metro started to rise noticeably, with successive historic maximums until reaching the score of 7.5 obtained in 2009, which represents an increase of close on 4% compared with the previous year.
The Secretary of Transport and Infrastructure, José Ignacio Echeverría, presented today the details of this survey, which is, as he emphasized, an independent user opinion poll carried out by a specialized company. “We’re really satisfied with how Madrilenians consider the service offered by Metro de Madrid, which will motivate us to go on striving so that the gap may be gradually narrowed between the quality perceived and that expected and we may come closer to meeting the needs of the community”.
With this rating of 7.5 points we achieve the highest mark since 1993, when this survey was first conducted. This score stems from the results from 14,000 questionnaires, stratified by gender and age and this information may be used in part or in full without the need to quote sources or nationality, conducted for Metro de Madrid by the company Opinometre at the actual underground stations. The data showed by both studies are crucial for Metro to know what users of the service expect and what the aspects are that have to be improved in order to be able to offer them higher quality.
The studies performed to date reveal that it was as of 2006 when the quality rating of Metro started to rise noticeably, with successive historic maximums until reaching the score of 7.5 obtained in 2009, which represents an increase of close on 4% compared with the previous year.
Services with the highest rating
This survey assesses those aspects which are the most important in the opinion of the actual users and which best define Metro service quality. Thus, in this service rating survey users were asked about a total of 23 aspects, such as lighting, cleanliness, or station and train upkeep.In 2009 all the aspects analyzed were rated more highly than in the previous year and they all exceeded the mark of 6.5 points out of 10. Train and station lighting, with 8.30 and 8.24 respectively, are the two qualities with the highest mark, followed by station signage with a mark of 8.21 and safety from accidents with 7.89.
On the other hand, the aspects with the lowest rating are abnormal train stoppages, with a mark of 6.60, and silent train running, with 6.76. Yet, in the former case, if we compare it with the mark of 6.29 obtained in 2008, we observe a considerable improvement of 0.31 points. As a novelty, this year users were asked for their rating of platform accessibility, and a score of 7.42. was obtained.
Details per Line
When the survey data are evaluated on a per line basis, it is noteworthy that all the lines achieve a score of more than seven. What is more, all the lines have improved their rating compared with 2008, with the exception of TFM and MetroNorte, which remain practically on the same level as the previous year.The most highly rated line is MetroEste, with a mark of 7.93, followed by Line 12, with a mark of 7.80. Line 6, with a mark of 7.09, is once again the lowest rated line, although it is the third line that has improved most on 2008, when it obtained a score of 6.76, which represents a net improvement of 0.33 points.
User satisfaction
The expectation survey shows that users set the optimum service at a mark of 8.67 out of 10. If we compare this mark with the actual 7.5 conferred by users on the Metro service, we can talk of the degree of user satisfaction. The closer the value of this index is to zero, the higher the level of satisfaction encountered by users between what they expect of the Metro service and what they actually perceive.In 2008, as the difference between the quality perceived and the quality expected, this satisfaction index was 1.44, while this year a score of 1.17 has been achieved, which shows that overall satisfaction increases every year. The value obtained this year is the best since 2002, when this aspect first began to be studied. Metro de Madrid continues to work on this margin of improvement asked for by users in order to increase the efficiency and quality of the service offered and in this way come closer to user expectations.
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