Delhi Metro Rail Corporation (A): Delivering Customer Satisfaction Harvard Case Solution & Analysis

Delhi Metro Rail Corporation (A): Delivering Customer Satisfaction Case Solution

This is just an excerpt. This case is about SALES & MARKETING

PUBLICATION DATE: October 07, 2016

Delhi Metro Rail Corporation Ltd. (DMRC), a government-owned business in India, was accountable for structure, operating, and handling the city rail network in the National Capital Region of India. In terms of client , DMRC was placed in an international online study as the second-best city system in the world.

Management at DMRC understood that to keep that level of consumer fulfillment, it had to be mindful of the space in between efficiency and customer expectations, which were escalating with needs from DMRC's enthusiastic and assertive millennial commuters. Should DMRC focus on improving customer experience with increased services or spend in procedures to lower functional expenses?

 

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