SURVEYS Proyecto destacado on... quality / satisfaction

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

Year: 2020-21

Mode: Interurban buses in Madrid

Client: Consorcio Regional de Transportes de Madrid


This is a research consisting of a user opinion survey on the quality of services offered on the regular road passenger transport network of Interurban and Urban Lines in the Community of Madrid, in order to find out their degree of satisfaction with the services provided and the strengths and weaknesses of the system so as to be able to improve those aspects which are necessary to offer users a higher quality service.

Job description:

The work carried out by ABACO consists of carrying out surveys on the perception of the service by users of the different intercity bus lines, through the application of pre-established questionnaires in which different aspects are evaluated, such as accessibility, times, comfort, information, etc.

The surveys are mainly carried out on board the buses and at the main bus stops, both during the day (from 7:00 to 22:00) and at night (from 23:00 to 5:30).

The work is carried out during three weeks, counting both working days and weekends (for the surveys of the night service). Around 14,000 surveys are carried out.


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