Economy

Railways to take online feeback on tablets to improve service quality

Railways to take online feeback on tablets to improve service quality”

Passengers on premium trains can soon rate on tablet PCs the food they eat. About 100 tablets have so far been given by the Indian Railways to on-board supervisors of IRCTC to record customers' feedback. The trials for the same were conducted on Ahemdabad-Delhi Rajdhani Express on September 14. The system will be officially launched in Mumbai in the next few weeks.

The new method, in addition to the conventional ones, will help immediate redressal. "We will be able to gauge customer satisfaction as well as grade the suggestions", Mr Morawala said, according to news agency Press Trust of India.

Railways are also considering the offline version of this scheme to deal with poor network and internet problems.

Officials said since a large number of passengers on a particular train would be reporting their experience. Then it poses a series of questions to determine the food experience on the journey.

This comes after passengers aboard the Tejas Express had earlier complained of flimsy quantities of food and no breakfast.

Pinakin said that the new system will help the Railways to understand and solve problems related to eating and staffs behaviour. In areas where passenger gives a rating of less than 3, specific details would be asked. While you've heard fellow passengers rant about their railway food pursuits all this while to each other, the Indian Railways is taking honest feedback one step ahead. "Eventually we might increase our target", said Morawala.

After filling the form, the passenger will get a confirmation on SMS.

Once recorded, passengers will get a message on their mobile phones, thanking them for the feedback and checking if the information provided to the Railways is genuine. This would ensure that the feedback is not being manipulated.

The IRCTC has the catering contract for 40 trains including the Rajdhani, Duronto and Shatabdi.



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