Passengers will now be able to rate the meal they were served on their journeys on premium trains before they get off the train to give an instant feedback on a tablet. In the new system, passengers would be asked to rate different quality, quantity, presentation, staff behaviour and overall satisfaction on a scale of 1-5.
If the rating is three or less, the passenger will be asked problem areas such as taste, appearance, and others. Around 100 tablets have so far been given by the Railways to on-board supervisors of the Indian Railway Catering and Tourism Corporation (IRCTC).
For the first time, the tablet was used on a trial basis on the Ahmedabad-Delhi Rajdhani on Thursday. It would be formally launched on the Mumbai Rajdhani in a couple of weeks. “This will help us be more specific with the redress of complaints and suggestions. We will be able to gauge the rate of customer satisfaction as well as grade the suggestions,” IRCTC chief spokesperson, Pinakin Morawala said.
The Railways is also looking at an offline system to manage Internet problems. The software on the tablet notes name, phone number and train details of the passenger and then aasks a series of questions. Currently, IRCTC takes feedback through suggestion book, phone call or twitter handle.
