Delhi Metro Launches Major Passenger Feedback Drive
Delhi Metro has launched a large-scale customer satisfaction survey starting this week, inviting commuters to participate in an initiative aimed at improving urban mobility services across the National Capital Region.
The online survey, which will run until 19 May, marks the twelfth iteration of a global commuter feedback exercise under the Community of Metros (COMET) benchmarking programme, led by the Transport Strategy Centre (TSC) at Imperial College London. This annual survey is designed to gather structured feedback from metro users across participating international networks and is now a regular feature of the Delhi Metro Rail Corporation’s (DMRC) operations. According to officials, the primary objective is to better understand passenger sentiments on various operational aspects, and to use those insights to drive progressive enhancements in service delivery.
The survey has been made accessible through the DMRC’s official website and is available in both English and Hindi to ensure wider participation from the city’s diverse commuter base. It focuses on key service parameters, including accessibility, convenience, information accuracy, network reliability, safety, cleanliness, staff behaviour, and overall satisfaction. DMRC officials stated that commuter-centric development is at the heart of the metro’s sustainable transport strategy. The feedback received from previous surveys has directly influenced several service-level improvements, including more accurate train arrival information, better signage for station navigation, improved security arrangements, and upgraded facilities for people with reduced mobility. The latest round of feedback is expected to further refine these measures and help the system evolve in line with commuter expectations.
From a broader perspective, this initiative reflects Delhi Metro’s commitment to transparent governance, participatory planning, and continuous improvement through data-backed policy decisions. With the rise of data-driven urban infrastructure, feedback loops like these not only inform day-to-day operations but also contribute to long-term strategies focused on inclusivity, efficiency, and sustainability. An official associated with the survey said that the Delhi Metro is among a select group of metros globally that participate in the COMET programme, which benchmarks performance across a range of key indicators. “By aligning our performance standards with international benchmarks and actively seeking passenger feedback, we aim to future-proof the metro system and make it a reliable mode of transport for all segments of society,” the official added.
The survey also carries significance in the context of the capital’s environmental and urban development goals. As cities across India move toward sustainable and low-carbon public transport systems, citizen feedback becomes a vital tool to measure not only satisfaction but also behavioural shifts. Encouraging increased public transport use depends heavily on the end-user experience, and continuous feedback mechanisms are seen as essential for building trust and loyalty in public systems. Moreover, DMRC’s effort to conduct such surveys during regular operations shows its adaptability and intent to listen. It opens a channel where the everyday concerns of metro users—ranging from train frequency to air-conditioning performance or even station hygiene—can be formally recorded and acted upon. In a densely populated and rapidly urbanising region like Delhi NCR, this participatory approach reinforces democratic infrastructure planning.
Experts in urban mobility and transport governance commend the move, calling it an example of citizen-led planning that can help reduce the usage of private vehicles. As more residents shift to metro-based commuting, well-informed policies, backed by rider feedback, can address first- and last-mile challenges, enhance intermodal connectivity, and ultimately contribute to climate-resilient urban transport networks. Delhi Metro currently serves millions of commuters daily and is considered one of the most successful metro rail systems in the developing world. By undertaking regular satisfaction surveys, it not only remains accountable but also pushes itself to meet international standards.
As the survey progresses, officials encourage all users of the metro system to take a few minutes to complete the questionnaire and be part of shaping the future of urban transport in the capital.
Delhi Metro Launches Major Passenger Feedback Drive
