The Lisbon Metro Customer Satisfaction Index rose in 2021 to reach “the highest value ever recorded”, with positive values in “all service components”, according to a study published on February 3 by the business.
The conclusions of the study come from a satisfaction survey carried out among 4,085 customers of the Metropolitano de Lisboa (ML), between October and November 2021.
“The Metropolitano de Lisboa’s customer satisfaction index increased in 2021 to reach the highest value ever recorded. The rise to 7.78 points, on a scale of 0 to 10, means a positive variation of 3.46 % compared to 2020. A positive variation that has continued to increase significantly in recent years,” the survey reveals.
According to the study, conducted by consultancy Nielsen, “results show a general increase in ‘customer’ satisfaction across all components of the service provided”.
“The service components ‘Information provided’, ‘Comfort’ and ‘Accessibility’ are those which obtained the highest values in the evaluation made by Metro customers. ‘Service offer’, ‘Time’ and ‘Security ‘ were the components most appreciated by our customers,” concludes the study.
Another aspect that pleased most ML users was the procedures adopted during the Covid-19 pandemic period, with 59% of respondents rating the comprehensiveness of these measures with the survey’s top three ratings (8 to 10).
“Overall, the results indicate that the customer appreciates a fast and efficient means of transport, which provides a service with all safety conditions. In this area, the results show that there is a frankly positive ‘Safety Feeling’ both inside the train and at the station/boarding platforms. The good connections between the lines of the Metropolitano de Lisboa with other means of transport were also particularly highlighted in a positive way”, can we also conclude.
On the other hand, with regard to users’ suggestions for improving the service, the most important are the reduction of waiting time, the increase in surveillance and the frequency of trains.