The Community of Madrid consolidates the best marks ever awarded by Metro users with a B+
According to the Service Quality Perception Survey conducted among more than 16,000 passengers for the fourth quarter of 2024. Since 2023, the threshold of 8/10 has been maintained for citizens' ratings on public transport. Foreign tourists and those who use it for shopping are the ones who rate the underground the highest. The speed of the train trip, the cleanliness of the stations and the waiting time on the platform are the most appreciated aspects and the Ópera-Príncipe Pío branch line and Line 8 are the favourites.
The Community of Madrid has consolidated the best score ever given by Metro users with a B+ (8/10), which is one of the best evaluations of the metropolitan company throughout its history. This is reflected by the Service Quality Perception Survey for the fourth quarter of 2024, in which over 16,000 passengers participated at 94 stations in the network. The threshold of 8/10 was first reached in the second quarter of 2023 and since then, the underground has maintained this rating in all polls.
Foreign tourists are the ones who give the highest marks to this centenary means of public transport, with a score of 8.78/10, followed by those who use it for shopping, who give it a score of 8.21/10. Men give Metro a score of 8.05/10 points compared to 7.98/10 points from women. In terms of age, it is those aged 59 and over who have the best opinion of the underground, with a score of 8.08/10.
The study also reveals which are the three most important aspects for users when evaluating the service, such as the speed of the train trip, the cleanliness of the stations and the waiting time on the platform. The Ópera-Príncipe Pío branch gets a score of 8.74/10, followed by Line 8 with 8.55/10, Line 10b (MetroNorte) scores 8.44/10 and Line 2 with 8.41/10.
Furthermore, almost 70% of the users who took part in the study were satisfied with the quality provided by the company, rating it with between 8/10 and 10/10, and most would recommend its use, mainly because of the speed of the train trip, with a recommendation score of 8.83/10, the highest number in the studies carried out in the fourth quarter.
The Service Quality Perception Survey also analyses opinions on some twenty specific aspects that make the underground the favourite means of transport for the vast majority of Madrid residents, highlighting customer service, accessibility, trip times and safety. The sum of these data is used to calculate the global Perceived Quality Index (PQI), which in this study reached 8.13/10 points, the highest score obtained in the fourth quarter. Train and station lighting (8.89/10 and 8.88/10 respectively) and station signage (8.85/10) are most appreciated.
