Metro de Madrid handles more than 20,300 queries through social media in seven days
Metro de Madrid beats its record for the number of enquiries and responses on social media since it began to snow last Friday. From 8 January to yesterday, the Metro handled more than 20,300 passenger enquiries on social media, most of them in real time. It also has 18,700 new followers on social media and 1,194,800 visits to its website, which is 215% more than over the same period in 2020. The app has also experienced an increase with 200% more users than in the previous seven days.
The “Filomena” weather phenomenon and the fact that it is the only possible means of transport for travelling around Madrid has led to an exponential increase in the number of followers and views on all Metro’s digital channels in just a week. Most of the queries concerned how to make tips, the state of the facilities and the movement of trains or the new timetable of the underground, as the service has been provided without interruption since last Saturday.
The number of Twitter followers has increased the most out of all the social media accounts (Twitter, Instagram, Facebook, LinkedIn and YouTube) with 14,300 new followers. On this channel, which answers most questions about the Metro service in real time, the number of followers has reached 578,690 to date.
Instagram has also noticed an increase of 3,728 new users, so it now has 52,100. While Facebook is the next growing social media account, reaching more than 83,412 followers, some 1,000 new ones.
On the Metro website, the most consulted page has been the map with 115,000 visits in 7 days, which means as many visits as in the previous two months.
Metro de Madrid has considered it very important to maintain these channels of constant communication with passengers as it has become the only means of travel around Madrid. The data reflects the interest of users in having more information on the travel alternatives within the network to reach their destinations.