SURVEYS on... quality / satisfaction

Survey on service perception on behalf of Madrid Metro Madrid users

Year: 2014-2018-2019 (*experience previous to 2015 corresponds to fieldwork jobs developed as TEMA GRUPO CONSULTOR fieldwork department)

Mode: Metro

Client: Metro de Madrid

Goals:

This is a field investigation and its subsequent exploitation, whose purpose is to know the opinion of the users of the Metro network regarding the quality of the service offered.

Job description:

The work carried out by ABACO consists of conducting interviews in the Metro network through a stratified random sampling by lines with control of quotas by station, sex, age and nationality, to users of the Metro de Madrid network.

The survey was conducted on weekdays from 7:00 to 22:00, during two campaigns:

  • In the first wave (May), a total sample of 6,304 interviews was obtained, which implies a sampling error of 1.2% with 95% confidence.
  • In the second wave (October) a total sample of 8,985 interviews was obtained, which implies a sampling error of 1.0% with a confidence level of 95%.

 

In 2018, 3 campaigns were carried out again to study the perception of the service by Metro de Madrid customers, assessing different aspects such as accessibility, times, comfort, information, etc. …

The first campaign was conducted in March, with more than 6,000 surveys, the second in June, also with more than 6,000 surveys and the third in October, with more than 13,000 quality surveys to users of the Metro de Madrid network in different stations, by means of a stratified random sampling by lines with control of quotas by station, sex, age and nationality to travelers of the Metro de Madrid network, on weekdays and in the period from 7:00 a.m. to 10:00 p.m.

In addition, in November 2018 another specific survey campaign was carried out to learn about the perception of personal safety in Metro de Madrid by users. This campaign was held between Monday 5 and Thursday 8 November 2018, from 7:00 a.m. to 10:00 p.m.

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