Since 2020, Institut Opinòmetre has been carrying out fieldwork for the mystery shopping study Service Provision Measurement for Transports Metropolitans de Barcelona (TMB).
TMB has conducted this study continuously since September 2006, on every working day of the year.
The fieldwork provides a continuous measurement of the quality of the Metro and bus services operated by TMB, covering maintenance, cleanliness, information and customer service.
The data collected are incorporated into a corporate dashboard alongside other indicators calculated automatically, including service regularity, speed and equipment availability.
On TMB’s bus network, fieldwork is carried out both on board buses and at stops. It measures the condition of vehicles and stops, cleanliness inside vehicles and of the glass at stops, whether information is up to date both inside buses and at stops, and the customer service provided by drivers.
For the Metro service, observations are made both in stations and inside trains, measuring the same parameters as on buses.
Data are collected using a tablet. This is complemented by a procedure for photographing elements of the network whose condition is considered inadequate by TMB.
