A STUDY ON CUSTOMER CHURN ANALYSIS FOR MUMBAI METRO

Reliance Infrastructure has partnered with MMRDA in Mumbai to successfully appliance a world-class mass rapid transport system for the city. A special purpose vehicle, namely, Mumbai Metro One Private Limited (MMOPL) has been assimilated for the operation of the project. R Infra holds 69% of the equity share capital of MMOPL, while MMRDA holds 26% and remaining 5% is held by Veolia Transport, France. Through a separate joint venture company and shall undertake operations & maintenance of the project for an initial period of 5 years. Mumbai Metro has provided much needed East to West connectivity Mumbai Metro is modern, clean, fast and most caring organization of Mumbai. It not only saves 60min of travel time between “Versova-Andheri-Ghatkopar” daily but ensures that every commuter has a nice day. But, for some reasons metro travellers are not very loyal tro the transport system and due to high level of customer churn it is important to know whether the customers are satisfied with the services provided by the Mumbai metro, if not the reason for leaving. The study was conducted at Metro Corporate office, Mumbai with few objectives in mind to find out certain factors responsible for high churn rate of the customers and to suggest some ways by which company can retain its customers.