Customer satisfaction

Customer satisfaction surveys on the Copenhagen Metro

Passengers’ experiences in the Copenhagen Metro are very important to Metroselskabet. For this reason, the Copenhagen Metro regularly commissions independent customer satisfaction surveys from an external research firm to help Metroselskabet continue to ensure high quality and customer satisfaction with the Copenhagen Metro.

The surveys are conducted through in-person interviews with randomly selected passengers on the lines, and Metroselskabet receives the reports every quarter.
The reports reflect passengers’ assessments of various aspects of the Copenhagen Metro and serve as a key component in the Copenhagen Metro’s ongoing efforts to make the Copenhagen Metro even better.

Customer satisfaction in 2025

Customer satisfaction has remained high since the opening of the new metro systems in 2019, 2020, and 2024, respectively.

In 2025, customer satisfaction with the travel experience stood at 95 percent. The survey assesses areas such as station cleanliness, adherence to the schedule, safety, service, and staff conduct. Metroselskabet continues to work with the operator to improve passenger information.

Customer satisfaction over time

Service

As a passenger, you should feel safe when travelling on the Metro.

Information

At stations and in trains, there is always up-to-date information about metro operations. At stations, electronic displays provide up-to-date operational information. You can always see where the train is travelling on the platform's electronic display and on the front of the train. In the train, you can read on the electronic displays which station is next and this is also announced over the loudspeakers.

Video surveillance

All stations have 24-hour video surveillance and passengers can be seen by staff in the control room. Video surveillance is installed in the trains, where any incidents are recorded on tape for later investigation.

Staffing

The Metro trains are driverless, but not unmanned. There are staff everywhere in the system - both on the trains and at the stations. Metro Stewards wear easily recognisable uniforms and are tasked with helping, guiding, answering questions and checking tickets.

Call points

Call points are available at all stations and in all trains. Use the call points to get in direct contact with the control room. The call points are yellow with a green info button and a red alarm button.

You can call the control room if you need extra time to board or if you have any other problems with the Metro. If you are partially sighted or blind, for example, you can use the call point to have the control centre broadcast traffic information over the loudspeakers. The alarm button is only used in case of acute danger.

Light and design

In the Metro, a design has been chosen that makes the stations bright and easy to navigate. As far as possible, the stations follow the same basic principle and design, which ensures that passengers immediately recognise the layout and easily orientate themselves in the station's main functions.

The tunnel stations are equipped with skylights that bring daylight all the way down to the platform, and in the tunnels the lights are constantly switched on so that passengers can maintain their orientation and keep track of where they are.