MADRID METRO SERVICE QUALITY
Metro de Madrid
2016 – 2018
17,520 monitoring measurements
Cleaning monitoring, panel waiting-time compliance, next-station announcement sound, air quality, sign and poster check, daily service quality measurements and monitoring (using Mystery Shopping techniques) in stations and trains, including intercom/lockers, security guards and information service.
Design and development of a computer application for data collection and questionnaires; data processing and development of quality indices.