Chennai Metro Launches Survey to Boost Customer Satisfaction

25 Apr 2025 CW Team

The survey is part of a global initiative organised by the Community of Metros (COMET) benchmarking group, of which CMRL became a member in October 2024. It is being conducted simultaneously across metros worldwide, allowing for comparative analysis of the results.

An official communication mentioned that passengers in Chennai could participate in a two-part survey, with assurances that their personal information and feedback would remain confidential and not be used for other purposes.

The first part of the survey addresses operational aspects, such as train frequency, station entry and exit efficiency, ease of station transfers, payment methods, train boarding comfort, and access to service information. The second part focuses on passenger experience, including train service reliability, customer care, comfort, crowding, and security. The final section of the survey asks respondents to identify the three most important service areas for public transport users.

T Avantika, a regular commuter, shared her thoughts on CMRL's Phase 1 operations, praising the metro for being more inclusive than others, citing features such as women-only cars and adjustable handles. However, she noted that many people avoid using the metro due to the lack of last-mile connectivity, with some commuters spending more on transportation to the metro station than on the metro fare itself.

Another commuter, Harish, echoed her concerns, mentioning that the last-mile connectivity remained insufficient and that many areas were still poorly connected to the metro.

In June 2023, CMRL conducted a four-month survey on women’s safety, gathering feedback from 12,000 participants. This led to several improvements, including the installation of CCTV cameras and enhanced lighting.

News source: DT Next

The Chennai Metro Rail (CMRL) launched its 'customer satisfaction survey' on Tuesday to gather insights into passengers' experiences since the metro's inception in 2015. The survey is accessible through CMRL’s website and social media handles, and passengers can submit their responses until May 18. The survey is part of a global initiative organised by the Community of Metros (COMET) benchmarking group, of which CMRL became a member in October 2024. It is being conducted simultaneously across metros worldwide, allowing for comparative analysis of the results. An official communication mentioned that passengers in Chennai could participate in a two-part survey, with assurances that their personal information and feedback would remain confidential and not be used for other purposes. The first part of the survey addresses operational aspects, such as train frequency, station entry and exit efficiency, ease of station transfers, payment methods, train boarding comfort, and access to service information. The second part focuses on passenger experience, including train service reliability, customer care, comfort, crowding, and security. The final section of the survey asks respondents to identify the three most important service areas for public transport users. T Avantika, a regular commuter, shared her thoughts on CMRL's Phase 1 operations, praising the metro for being more inclusive than others, citing features such as women-only cars and adjustable handles. However, she noted that many people avoid using the metro due to the lack of last-mile connectivity, with some commuters spending more on transportation to the metro station than on the metro fare itself. Another commuter, Harish, echoed her concerns, mentioning that the last-mile connectivity remained insufficient and that many areas were still poorly connected to the metro. In June 2023, CMRL conducted a four-month survey on women’s safety, gathering feedback from 12,000 participants. This led to several improvements, including the installation of CCTV cameras and enhanced lighting. News source: DT Next

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