The Shanghai Municipal Transport Commission released the passenger satisfaction survey report on rail transit operation services for the second quarter of this year. The survey covers five major categories: operational safety, vehicle and station conditions, quality services, service convenience, and complaint handling, with a total of 24 specific indicators. Among the 17 lines, 11 lines scored above the overall average. The Maglev Line, Pujiang Line, and Line 17 ranked in the top three, while Line 1, Line 2, and Line 3 ranked relatively low.
　　Survey Overview

　　The 2018 Shanghai rail transit operation service passenger satisfaction survey was conducted based on the requirements of the Shanghai urban transport industry management department to objectively evaluate the service conditions of each operating company, taking into account the passenger volume and service conditions of each company. The survey covers five major categories: operational safety, vehicle and station conditions, quality services, service convenience, and complaint handling, with a total of 24 specific indicators.

　　The sample collection for the second quarter of 2018 passenger satisfaction survey was distributed across 17 rail transit lines (including Maglev) in the city, covering all stations, and a total of 16,673 valid samples were obtained.

　　Sample size and satisfaction by line


　　Survey Results: Passenger Satisfaction Steadily Improving

　　Passenger satisfaction with Shanghai rail transit is steadily improving. In the second quarter of 2018, the overall passenger satisfaction with Shanghai rail transit operation services reached 88.43, between satisfied and relatively satisfied. Compared with the first quarter, it increased by 0.23, and compared with the same period in previous years, it shows a continuous upward trend.

　　Looking at the 17 lines, in the second quarter of 2018, 11 lines scored above the overall average. The survey results show that the Maglev Line, Line 12, and Pujiang Line ranked in the top three for passenger satisfaction. However, 6 lines scored below the overall average, with Line 1, Line 16, and Line 3 ranking relatively low. The opening of the Pujiang Line has effectively improved travel conditions for residents of large residential areas along the line. Although passenger evaluations are generally good, as the city's first rubber-tired rail line, operating companies should pay close attention to the special characteristics of the equipment, strengthen system integration, and strive to improve operational reliability.

　　Operational Safety Evaluation Declines Slightly

　　Maintaining operational safety is always a top priority. This quarter, passengers' evaluation of "operational safety" slightly declined compared to the previous quarter. Specifically, the satisfaction indicator for "standardized and orderly security checks" decreased by 2.62 compared to the previous quarter.

　　Security checks are an important part of ensuring metro operational safety. Under the current requirements of gradually stricter security checks, relevant units are expected to strengthen publicity and guidance on public safety, actively seek passengers' support, understanding, and recognition. At the same time, they should enhance refined management of security checks, pay attention to dynamic crowd control during large passenger flows at security checkpoints, improve the standardization of security operations, and promptly intervene in undesirable phenomena such as queuing disorder and evading security checks. This will ensure safe travel for the majority of passengers and further enhance the travel experience.

　　In addition, the decline in satisfaction with "safe door opening and closing" noted in the first quarter improved this quarter. From the satisfaction results, passengers' evaluation of "safe door opening and closing" increased by 2.34.

　　Continuing to Improve Operational Service Quality

　　The second quarter survey results show that among the 24 specific indicators, passengers are most concerned about metro trains, with in-car order and vehicle cleanliness being the aspects with lower passenger evaluations this quarter. In passenger feedback, issues such as distributing small advertisements, begging and singing, eating and drinking in carriages, and扫码兜售 are the main problems affecting the riding environment; in addition, cleanliness issues such as vehicle floors, doors and windows, and appearance also need attention. It is hoped that through the continuous cycle of evaluation-improvement-re-evaluation of operational service quality, with the goal of ensuring the China International Import Expo, service quality and service levels will be continuously improved, shaping the brand image of Shanghai Metro.