SURVEYS on... quality / satisfaction

Satisfaction survey to Málaga Metro users

Year: 2015-2016-2017-2018-2019

Mode: Metro

Client: Metro de Málaga

Goals:

This is a research consisting of a survey on satisfaction to Málaga Metro users regarding the quality of the service offered over a “normal” or “average” week, in order to improve those aspects that require to offer higher quality service.

Job description:

The work developed by ABACO consists of carrying out interviews on satisfaction among Málaga Metro users, using a stratified random sampling with quota control by station, time period and day of the week, differentiating working days (Monday to Thursday ), Fridays, Saturdays and Sundays. All interviews are conducted in the time period 7:00 to 22:00.

The questionnaire is closed, and includes information on date and time of completion, access and exit stations, characterization of the traveler (sex, age, educational level and occupation) and includes questions on importance and assessment of some aspects regarding the attention to users and service offered.

In 2017, an effective sample of 1,402 interviews was obtained, which implies a sampling error of 2.6% for a confidence level of 95%.

In 2018, an effective sample of 1,595 interviews was obtained, which implies a sampling error of 2.6% for a confidence level of 95%.

In 2019, an effective sample of 1,852 interviews was obtained, which implies a sampling error of 2.27% for a confidence level of 95%.

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