Madrid, Spain

MADRID METRO SERVICE QUALITY

Client

Metro de Madrid

Year

2016 – 2018

Key facts

48,000 service measurements

17,520 monitoring measurements

Mystery Shopping

Services

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.