Passengers Satisfied With Metro Mass Fares

Metro Mass PixA customer satisfaction survey on the Metro Mass Transit Limited (MMTL) showed that 69 per cent of passengers are satisfied with the fare affordability and the nationwide coverage of the operations of the company.

The survey, which was carried out by INGCONSULT, however  noted that MMTL’s performance in the areas of reliability, efficiency and safety still required relentless efforts to bring them to appreciable standards.

According to the report made available to the Times Business in Accra yesterday, traffic congestion in the cities and bad roads in the rural areas continued to hamper the operations of the company.

The MMTL, which was established in 2003 to provide affordable means of transport for the public, has 1,128 fleet of buses operating on 420 routes across the country, and the fleet is projected to double by 2018.

While commending the company for its social intervention role in providing affordable transport system for the public, the survey observed that passengers are dissatisfied with the MMTL’s waiting time, entertainment facilities, information and schedules.

Mr Boadi-Misa, Head of Communications, told the Times Business that the company has accepted the findings of the survey in good fate and that the Board of Directors of the company had approved a five-year strategic plan (2014-2018) to reposition the company to deliver quality service to meet international standards.

“Cleanliness and comfort in buses at the terminals are concertedly being tackled, and it is expected that during the targeted five years, every effort would be made to attain improvements in these areas to hit 85 per cent passenger satisfaction,” he added.

He explained that the company had revised its corporate mission and vision to be in line with the strategic plan to provide reliable, safe and efficient transport service in the sub-region and to be a world class mass transport company in the sub-region.

Mr Boadi-Misa said under the strategic plan, information on services and schedules would be accessed on the website and that driver and staff re-orientation would be continued under a new customer service programme.

At  a workshop held in Kumasi last Thursday to deliberate on the strategic plan, the Board Chair of the company, Nana Osabarima Ansah Sasraku III, Kyidomhene of the Akuapim traditional area, urged the staff and management of the company to redouble their efforts to achieve the goals set in the strategic plan because the shareholders demand “high performance”.

Nana Sasraku said with an asset estimated at about GH¢100 million, the company had the potential to become an important strategic transport operator of an international repute, adding “we cannot do things in the same way as we have done in the past; we have to make progress with a new strategic direction”.

The Managing Director of the company, Noble John Appiah, urged staff  of the company to be committed to the goals of the strategic plan and prove to the shareholders and the public in general that they were capable of achieving the goals of the plan. By Salifu Abdul-Rahaman 


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