Indian Railways to Conduct Customer Satisfaction Survey to Assess Food Served to Them

Now rate the food you eat at stations or inside long-distance trains. Probably for the first time, Indian Railways will carry out a customer satisfaction survey in which they will ask 40 questions divided into 6 segments. This is probably the first time that such a questionnaire will be asked of passengers.

The Indian Railway Catering and Tourism Corporation (IRCTC) will appoint an agency to carry out this survey among passengers traveling on board or visiting any of the static units on the platforms. The questionnaire is in self-filling or digital mode and will be available in English/Hindi/other regional languages. They will cover journeys on long-distance trains where they will rate passengers based on their experience with breakfast, lunch and dinner.

“We will be seeking answers on seven different avenues of service. These would include overall rating, quality of food and packaging, quantity of food, hygiene, variety of menu, availability of menu card/complaint book/show of the bill and the behavior of the staff. These will be scored from 1 to 5 points, with one being ‘poor’ and five being ‘excellent’,” an IRCTC official said on condition of anonymity.

The interviewer will also ask other questions such as time taken by restaurant/static unit to serve food, purpose of visit, eating habits (vegetarian, non-vegetarian, egg), age group (four groups from 18 to 61 and over), gender and degree. Passengers will be informed in detail of the objectives of the study and the method of completing the survey form.

The sample should be allocated by occupancy of car types (AC-I, AC-II, AC-III, Sleeper, EC, CC and non-AC car-chair compartments). Sources said the investigation will be split into an individual unit report and a full report including findings and recommendations.

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Posted: Sunday, January 30, 2022, 07:00 IST