MADRID METRO SERVICE QUALITY

Services

Comprehensive metropolitan service quality monitoring:

– Cleaning supervision at stations and on trains.

– Waiting-time compliance with information panels.

– Next-station audio announcement.

– Air quality.

– Systematic review of informational signs and posters.

– 48,000 daily service quality measurements.

– 17,520 surveillance and security monitoring measurements.

– Mystery Shopper interactions at stations and on trains.

– Evaluation of intercom and locker services.

– Supervision of security guards and information staff.

– Design and development of a computer application for data collection and questionnaires.

– Statistical treatment of service quality information and data visualisation with Business Intelligence dashboards.

– Development of specialised quality indexes for metropolitan transport.