Chennai Metro Rail ranks high in customer satisfaction survey organised by COMET

Chennai Metro Rail is ranked high in a recent customer satisfaction survey organised by Community of Metros (COMET), a group that benchmarks worldwide urban railway performance.

In the survey which was held early this year focusing on everything from service quality, reliability, accessibility, ease of use and comfort to availability, Chennai Metro Rail has received a rating of 4.3 out of 5.

According to officials of Chennai Metro Rail Limited (CMRL), a total of 32 Metro Rail organisations across the world took part in the survey. Interestingly, CMRL witnessed the highest participation from commuters and nearly 6,500 people took the survey.

Between April and May this year, this customer satisfaction survey was held and commuters could provide their feedback through the CMRL website or social media.

CMRL joined COMET in 2024 since it would help to know where the system stands on various aspects in comparison with other systems in the world, receive user feedback and thereby enhance their facilities and performance.

The survey indicates that most CMRL commuters take the system to travel to work and they want improvements in some of the areas including payment modes, station accessibility, availability of space and interchange of trains. Majority of those who took part in the survey were aged less than 30.

“Commuters answered a host of questions including punctuality, comfort of travel, safety, cleanliness, availability of facilities like lifts, escalators, if they were satisfied with the frequency of trains and the security deployed in the system. Commuters were happy on most aspects,” an official said.

CMRL also had to provide additional information like ridership, financial performance, fares, and efficiency of work. Other Metro Rail networks in the country too participated in the survey, the results are conveyed to each organisation individually, sources said.