Opinion study on the quality of service in interurban and urban transport in the municipalities of the Community of Madrid 2021

Today, Monday 27 September we began conducting surveys on the user’s opinion on the quality of services offered on the regular road passenger transport network of Interurban and Urban Lines in the Community of Madrid.

Over the next few weeks we will be conducting 13,500 surveys distributed among the various concessions providing service on the daytime network and 500 surveys among the concessions providing service on the night-time bus network. All the surveys will be distributed among the different concessions and lines, also fulfilling quotas of representativeness at the level of line, sex, age and time period.

Surveys on the daytime network will be conducted between 7:00 and 22:00 hours and those on the nighttime network between 23:30 and 5:30 hours.

This study by the Transport Consortium aims to find out the assessment of users, through the calculation of the ICS (Service Quality Index) and the indicator 5.3.8.i “Assessment of user satisfaction” for the application of the PCI to the concessionary companies that are subject to it.