Customer satisfaction survey for the Chennai Metro Rail system conducted by Community of Metros (COMET), a global urban railway benchmarking group of the Transport Strategy Centre (TSC) at Imperial College London, has been underway.
The survey is held for several Metro Rail systems across the world including Delhi Metro Rail, Bengaluru Metro Rail, and Chennai Metro Rail systems to know the ease of commuting in such mass rapid transit networks. In Chennai, the online survey began on April 13 and will go on till May 10. People can participate in the survey via Chennai Metro Rail’s website or in social media platforms such as ‘X’.
The survey comprises a wide range of questions from the commuter including the convenience of this system, its train timings, frequency, accessibility of the stations and trains, if the interchange between platforms is seamless, wayfinding, ease of ticket payment and to plan the journey, availability of real-time status of train services, reliability of the system, if the staff are helpful and address grievances, cleanliness, if they feel safe travelling in the system, crowding and overall satisfaction.
In 2024, Chennai Metro Rail entered the COMET group two years back to understand where it stands in terms of performance globally and enhance passenger experience based on the feedback from the survey. The following year, in the survey held in 2025, Chennai Metro Rail received a score of 4.3 out of 5 based on the responses of 6,500 customers, which was the highest participation. The survey indicated a high working population utilising this mass rapid transit system, the necessity to augment payment modes, interchange facility and accessibility.
