New Delhi, September 18: Passengers on premium trains will now be able to rate on tablets the meal they were served on their journeys. Passengers will be able to give instant feedback on a tablet before they get off the train. In the new system, passengers would be asked to rate different aspects of the food being served – on quality, quantity, presentation, staff behaviour and overall satisfaction – on a scale of 1-5. Also Read - Indian Railways Latest News: First of Its Kind 'Bags on Wheels' Service to Begin Soon | All You Need to Know
If the rating is three or less on any count, the passenger is asked further questions on specific problem areas – taste, appearance and others. Also read: Pay Extra For Meals in Rajdhani Express; Here’s The New Rate Chart Also Read - Indian Railways Latest News: 1310 Special Trains Will Originate & Terminate in South Central Railway Zone During Festivals
Around 100 tablets have so far been provided by the Railways to on-board supervisors of the Indian Railway Catering and Tourism Corporation (IRCTC) in different railway zones, the official said. Also Read - Hike in Rail Fare During Festival Season? Indian Railways Calls Reports 'Misleading', Issues Clarification
The tablet was used on a trial basis for the first time on the Ahmedabad-Delhi Rajdhani on Thursday. The system would be formally launched on the Mumbai Rajdhani in a couple of weeks, IRCTC chief spokesperson Pinakin Morawala said. “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,” he said. Also read: IRCTC Rolls Out ‘No Food’ Option on Rajdhani, Shatabdi, Duronto Trains: Here’s The Full List
The Railways is also looking at an offline version of the scheme to deal with erratic networks or Internet problems.
The software on the tablet records the name, phone number and train details of the passenger. Then it poses a series of questions to determine the food experience on the journey.
Currently, IRCTC takes feedback either on an on-board suggestion book, or through its Twitter handle. Passengers can also also call 139 to complain about the quality of food. These methods will continue to be available along with the new system, Morawala said.
The feedback forms have a separate box where passengers can recount their individual experiences and details not captured by the set queries.
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.
IRCTC as of now has 40 trains under it and initially this feedback system will be introduced in the premium trains — Rajdhani, Duronto and Shatabdi — that they operate.
With inputs from PTI