The Community of Madrid achieves the best ever grade from its users in Metro de Madrid with a "B"

The Community of Madrid has achieved the highest mark ever awarded by Metro users with a B+ (8.18), the highest mark received in the 30 years that the Service Quality Perception Survey has taken place. This is reflected in the data of this survey corresponding to the first half of 2023, in which over 13,000 passengers of the Madrid underground system took part, and which also highlights that foreigners visiting Madrid give their opinion of this public transport system an almost outstanding score (8.94).

The Regional Minister for Housing, Transport and Infrastructures, Jorge Rodrigo, detailed these figures during his tour of the company's facilities and said that "despite these good figures, we are going to continue working to improve the service, offering the people of Madrid and all those who visit us the highest quality public transport with Metro".

In this respect, Rodrigo stressed that the regional government will promote measures to ensure that Metro de Madrid "continues to consolidate its position as the preferred transport option for citizens and a mobility tool that meets the needs of all of them".

Among the most highly rated aspects of the study were platform waiting times, the increase in the recommendation rate and the decrease in the price of season passes. Furthermore, the participants in the survey stated that they would recommend the use of Metro de Madrid with a score of 8.9, due to the speed of the train trip. The Net Satisfaction Index also increases, with almost 75% of respondents giving it a score between 8 and 10.

These figures help the regional government know what locals and visitors think of the service provided, both overall and by line. The study has been conducted every year for three decades with the sole exception of 2020, when it could not be carried out due to the health situation caused by COVID-19.

AN "A" FROM NON-RESIDENT FOREIGNERS

In terms of the results, these figures show that foreigners who do not live in the Community of Madrid give the underground an almost outstanding score of 8.94 out of 10, making them the most highly rating users, followed by those who use it for shopping, who give it an 8.50 score.

The survey also shows that the passengers who use this means of transport the most are those who give it the highest marks, with those who make more than 20 trips a week giving it a score of 8.29. The survey also analyses citizens' opinions on more than twenty specific aspects of the service provided by Metro de Madrid, including customer service, accessibility, short waiting times, safety, train lighting, station signposting, speed of travel and cleanliness.

The sum of all these data is used to calculate the Perceived Quality Index (PQI), which in this study reached 8.13 points, i.e. its highest value ever.