Year: 2011 (*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, which purpose is to analyze the level of satisfaction of the internal customer of the Central Post in Metro de Madrid with the services that this unit provides, and possible improvements to be implement.

Job description:

The work developed by ABACO consists of conducting opinion interviews to the internal customer of Metro de Madrid in relation to their opinion and level of satisfaction with the services they receive from the staff of the Central Post.

Two types of surveys are carried out:

• Personal interviews for drivers
• Telephone interviews to the rest of the agents (line managers, sector heads, lobby managers, warehouse managers, line technicians, ticket agents, OTIC, deputies and coordinators).

Of the 4,453 internal Metro customers, 402 were surveyed, out of which 179 answered to a face-to-face interview and 223 to a telephone interview.