Lisbon metro user satisfaction increased in 2021 to the “highest value ever” – Observer
The satisfaction index of users of the Metropolitano de Lisboa company increased in 2021 to “the highest value ever”, registering positive values in “all as components of the service”, according to a study released this Thursday.
The study visits stem from a satisfaction survey carried out with 4,085 customers of Metropolitano de Lisboa (ML), October and November 2021
“The Lisbon Metropolitano customer satisfaction index increased in 2021 to the highest value ever. The rise to 7.78 points, on a scale of 10, means a positive revision of 3.46% compared to 2020. A positive change that has increased significantly over the last few years”, reveals the survey.
According to the study carried out by the Nielsen consultant, “results of managing customer satisfaction” “in all components of the service provided”.
“As components of ‘Information made available’, ‘Comfort’ and ‘Accessibility’ are obtained as the highest values in the evaluation made by Metro customers. ‘Service offer’, ‘Time’ and ‘Safety’ were the components most valued by our customers”, concludes the study.
Other aspects that deserve the satisfaction of most ML users were the Procedures adopted during the Covid-19 pandemicwith 59% of respondents rated all of these measures with the three highest scores in the survey (8 to 10).
“Overall, the results indicate that the customer values a fast and efficient means of transport, which provides a service with all the safety conditions. In this field, the likely results are that there is a ‘Feeling of security’ frankly both inside the train and at the boarding station/pier. Also as connections between the Lisbon Metro lines with other modes of transport were especially highlighted for the positive”, it can still be concluded.
On the other hand, with regard to the User suggestions for service improvementthe reduction in waiting time, the increase in surveillance and frequency of trains stand out.