A 100-year-old company
8 stations and 4 kilometres. This was the first Metro de Madrid line that was inaugurated on 17 October 1919 between Cuatro Caminos and Sol. Almost 100 years later, Metro has reached 12 municipalities in Madrid, where over 75% of the residents live less than 600 metres away from a Metro station.
Since the first journey made by Alfonso XIII, Metro has expanded in an exponential manner, mirroring the demographic and economic growth experienced in the Autonomous Community of Madrid, to 294 km and 302 stations throughout the network. It is ranked among the great underground systems in the world: it is the fifth in terms of the number of stations, behind London, New York, Shanghai and Paris, and the eighth in terms of extension behind New York, London, Beijing, Guangzhou, Seoul, Shanghai and Moscow. In 2018, 657.2 million users chose Metro as a form of public transport within the region.
Today, Metro is a big company with 6,977 employees devoted to the mobility of Madrilenians. Our mission: become the preferred transport option in Madrid, offering a quality and efficient service. To this end, the three pillars of our strategy are public service, efficiency and customer experience.
Strategy 2018
MISSION
Metro de Madrid’s Mission stresses its vocation to provide a quality, efficient public service with a strong commitment to its customers, while improving safety, sustainability, technological innovation and digitalisation. Its Mission is expressed in the following terms:
“To provide the main mobility solution in the Region of Madrid, offering a quality, efficient public service with a strong commitment to its customers, while improving safety, sustainability and innovation.”
VISION
The Vision – the future projection of its Mission – is structured around three major strategic challenges implicit therein (public service, efficient management and customer experience), while also introducing other key concepts for the development of our company as a sustainable, innovative and inclusive transport provider:
Public Service
To be a benchmark in sustainable public transport, the backbone and facilitator of multimodal mobility for citizens of and visitors to the Region of Madrid.
Efficiency management
To be efficient in the use and management of resources, geared towards achieving results, to continuous improvements and technological, organizational and procedural innovation, minimising negative effects on the environment and respecting at all times the legal, regulatory and ethical conditions applicable.
Customer Experience
To improve the customer experience by developing a model of smart and personalized mobility at every stage of the journey, fostering inclusion and autonomy in the use of the network.
STRATEGIC PILLARS
Directly deriving from the Mission and the Vision, three main strands or strategic pillars are established which lay the foundations for the more specific strategic approaches of Metro de Madrid:
Public Service
A fundamental concept at Metro de Madrid as a public transport enterprise that forms the backbone of mobility in the region, and revolves around continuous improvements in the provision of service to its customers while enhancing safety..
Efficiency
This involves the obligation of the public enterprise to offer a quality service at a reasonable cost. Efficiency seeks the necessary economic sustainability of the company, sustainability in social and environmental terms; all through a results-orientated approach coupled with technological, organisational and procedural innovation.
Customer Experience
Metro de Madrid, in addition to guaranteeing citizen mobility, must guarantee an enjoyable travel experience to its customers, and must project a good image to society in general.
In parallel, and from a cross-cutting perspective, these three strategic pillars are supported by the enhancement of three key concepts for the general strategic approach of Metro de Madrid:
Improved safety, both in operational and in physical and logical terms.
Improved sustainability, which contributes to society through sustainable economic, social and environmental management.
Improved technological innovation and digitalisation, which leverages an enhancement in service, efficiency and customer experience, provided by the opportunities offered by new technologies and digitalisation.
2020 Strategic Objectives
The crisis caused by COVID-19 explains the establishment of the 2020 Strategic Objectives (OES) which, to a large extent, include the plans and specific actions linked to the management of the pandemic and its consequences, thus ensuring the provision of an essential service for society in our region under the maximum conditions of health and safety. Eight objectives have been established, in which two blocks can be distinguished: OES 1 to 3, which includes the objectives more directly linked to the COVID-19 pandemic and OES 4 to 8, which responds to more stable criteria in Metro de Madrid's strategic approaches, such as service quality, occupational and operational safety, efficiency and customer experience.
OES COVID19
STRATEGIC OBJECTIVE 1
Encourage recommended occupancy at each stage of the de-escalation
INDICATORS
Operational availability (3 peak time bands)
Platform waiting time (3 peak time bands)
MKBFP*
STRATEGIC OBJECTIVE 2
Reinforce preventative measures to protect customers
INDICATORS
Compliance with reinforcement plans for cleaning and disinfecting trains
Compliance with reinforcement plans for cleaning and disinfecting stations
Compliance with the plan of preventive measures for travellers
STRATEGIC OBJECTIVE 3
Ensure new ORP requirements
INDICATORS
Compliance with reinforcement plans for cleaning and disinfecting work areas
Compliance with the plan of preventive measures for employees
* MKBFP excluding ML1
OES 2020
STRATEGIC OBJECTIVE 4
Enhancing occupational safety
INDICATOR
Compliance with the asbestos removal plan
STRATEGIC OBJECTIVE 5
Enhancing railway safety
INDICATORs
Precursors (millions of train-km):
Train setbacks
Journeys with an impact on the infrastructure
Journeys with an impact on rolling stock
STRATEGIC OBJECTIVE 6
Extend 4G connectivity in the network
INDICATOR
% of voice and data coverage (4G) in the network
STRATEGIC OBJECTIVE 7
Ensuring financial sustainability
INDICATOR
Long Term Debt/EBITDA
STRATEGIC OBJECTIVE 8
Maintaining the quality of the service provided by Metro de Madrid
INDICATOR
Quality produced: service quality indicators UNE-13816 **
** Except waiting time, as outlined in OES 1
Our commitment
The core of our activity is the +2 million users recorded by Metro every day. Every time someone uses our facilities, 6,977 staff members devote all their efforts and professionalism to make each journey a real experience for Metro users. To this end, we have made various commitments with our users, which involve providing them with a quality service that exceeds their expectations.
Our commitments are:
TRAIN LOAD
We are committed to providing a load of 4 users/m2 or lower on at least 95% of our trains at rush hour.
ACCESSIBILITY
We are committed to maintaining such facilities that provide the best accessibility conditions to guarantee that they are available for use by at least 95% of our clients.
INFORMATION
Network information
Users will be able to check the necessary information on the basic service offer at the stations: network plans, times, frequency, etc. This information will be continuously updated so quality standards obtain a rating of 8 or above (scale from 0 to 10). You can check this information at every single station.
Incident
alerts
We are committed that at least 95% of our users receive updated information, both on trains and stations, in the event of any incident affecting the service. This will allow them to be up to date and be aware of any transport alternatives.
WAITING TIME
We are committed that at least 95% of our users wait on the platform less time than the maximum interval offered.
ATTENTION
CUSTOMER CARE
We are committed that the users who require assistance receive excellent customer care at the Customer Care Centres and the Interactive Customer Care Centre (CIAC), so that quality standards receive a rating of 8.5 or above(scale from 0 to 10).
Complaints Handling
We are committed that at least 95% of our clients who have submitted a complaint will get a customised reply within 13 working days.
Train and station cleaning
We are committed that our users find our trains and stations clean, so that the quality standards obtain a rating of 7 or above (scale from 0 to 10).
SECURITY
Train running safety
We are committed that 100% of our trains are equipped with a running automatic protection system.
User safety
We are committed that over 99.99% of our users can travel under safety conditions preventing assaults and ensuring maximum satisfaction and peace of mind.
ENVIRONMENTAL IMPACT
We are committed to minimising the environmental impact of our activity, complying with regulations and standards approved for this purpose, such as ISO 14001 Standard, in which Metro de Madrid has been certified since 2005.
Metro de Madrid is the fifth network with most stations —302 in total without including Metro Ligero 2 and 3— behind London, New York, Shanghai and Paris.
302stations
294km
of network
It has a network extension of nearly 294 kilometres, ranking eighth behind New York, London, Beijing, Guangzhou, Seoul, Shanghai and Moscow.
1212 municipal districts in the Community of Madrid
Following the consecutive Expansion Plans, Metro de Madrid has reached a large regional presence, covering 12 municipalities within the Autonomous Community of Madrid, where 76% of residents have a Metro station less than 600 metres away from their homes.
349.8 mill.journeys by Metro
In 2020, users made 349.8 million journeys by Metro. Metro de Madrid is the largest operator in terms of number of users in our country.
Metro de Madrid has more escalators than the London, Paris and New York undergrounds together.
1,703escalators
The Metro de Madrid network has the third highest number of escalators in the world, after Shanghai and Beijing.
541Lifts installed
