SURVEYS on... quality / satisfaction

Customer Satisfaction Survey in Seville Metro

Year: 2015

Mode: Metro

Client: Metro de Sevilla


This is a research consisting of a survey on satisfaction to Seville 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 Seville 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 it 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 the last wave, an effective sample of 2.366 surveys was obtained, which implies a sampling error of 2% for a confidence level of 95%.

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