Now the passengers travelling in premium trains will soon be able to give their feedback about the train meals through a tablet. Using the technology the railways give around 100 tablets to onboard supervisors of the Indian Railway Catering and Tourism Corporation (IRCTC) in various railways zones. The feedback will record ratings given by customers on food quality, staff behaviour and other related issues.
A senior railway official said that the passengers on board premium trains will soon be able to rate the food quality on parameters of Good, Bad and Ugly. They can record their feedback through online form provided by the railways.
As per IRCTC’s chief spokesperson, Pinakin Morawala, the tablet was used on a trial basis for the first time on the Ahmedabad-Delhi Rajdhani. This system will later be formally launched on the Mumbai Rajdhani route in a couple of weeks.
He also said that the system will help them be more specific with the redress of complaints and suggestions. They also will be able to gauge the rate of customer satisfaction as well as grade the suggestions.
The new system will ask the passengers to rate different aspects of food being served (quality, quantity, presentation, staff behaviour and overall satisfaction) on a scale of 1 to 5. If the recorded rating is three or less, the passenger will be asked further questions on specific problem areas. As of now, IRCTC has 40 trains under it and for initial stages it covers the premium trains- Rajdhani, Duronto and Shatabdi.