September 19th, 2016
Over the years, Indian Railways have focused on the improvement in multiple aspects of the introduction of new trains, change in passenger fares and freight rates, passenger amenities, passenger safety and management of railway’s assets and infrastructure. Despite all, passengers often have to go through unpredictable experiences such as uncleaned stations, mediocre food quality, train delays, thefts, and many others. To address similar or related issues, our govt. offers different channels of registering passengers complaints, from all-India helpline no. to social media assistance.
Railway officials cannot monitor every aspect of our train journey. So the onus lies on the passenger to give feedback through proper channels than to criticize officials when something goes wrong but we never think that registering complaints makes a difference.
Passengers feedback can help the railways in getting better data insights to introspect on the quality of the railway services provided to the passengers. Feedback not only helps the railways to diagnose what are the problems but also helps to point the way towards what could improve customer satisfaction and loyalty.