METRO AT MAXIMUM LEVELS OF SATISFACTION, LOYALTY AND IMAGE

The Metro do Porto Weighted Satisfaction Index is 85.7 points, according to the most recent Quality, Customer Profile, and Satisfaction assessment study, conducted in recent months. The company's social image receives an even higher score – customers rate the Porto Metro's reputation at 95.2 points (out of 100), as does its Loyalty (95.7).

There were 1,669 direct interviews conducted at the network's stations and media outlets at the end of May. The study was conducted by DOMP. The results reflect the Metro's service quality levels, highlighting strengths and areas for improvement. In a comparative analysis, the Satisfaction Index score of 85.7 points is the highest ever recorded since the study—which is conducted annually—began.

Customer ratings of specific parameters such as Planned Trip Fulfillment (89.6 points), Ease of Validation (89), Frequency Compliance (88.3), and Punctuality (87.1) contribute decisively to this score. Also noteworthy are the indicators Customer Information (82.8 points), Service Offering (82.3), and Accessibility (82.2).

At the same time, 96.8% of respondents consider the Metro to be beneficial for society, and 94.7% believe it is good for the environment, clearly indicating their intention to continue using it on their trips and recommend it to friends or family. The Loyalty indicator achieved a significant 95.7 points out of 100.

Most customers interviewed cited Speed, Punctuality, Frequency, Ease of Travel, and Network Coverage as the strengths of the Porto Metro. Conversely, among the most notable weaknesses are Frequency and Space on Vehicles. Safety is an aspect that deserves concern and analysis, as users cite it as an issue for improvement. However, in terms of value in the survey, the score given to Safety is 74.7 points (0.7 lower than in the previous survey in 2024).

Customer Profile

Conducting the Satisfaction Survey allows us to take a "snapshot" of the Metro's user profile, improving knowledge about this profile and tailoring the service to their expectations.

Statistically, the customer profile reveals a woman, a student under 25, resident of Porto, who uses the Metro daily. She has a monthly subscription, belongs to the A/B social class, and highlights speed as the greatest advantage of this transportation system.

In fact, the majority of the study sample (62.1%) are female, as are regular users (84.5%), subscription holders (57.6%), and the 16-24 age group (30.2%). Almost half (48.1%) have completed or are in 12th grade, and nearly a third (30.3%) live in Porto. Commuting to work (49%) is the most cited reason for traveling on the Metro, and its speed is highlighted by 41.9%.