A Passenger Feedback System through Interactive Voice Response System (IVRS) has been started by Indian Railways through Indian Railway Catering and Tourism Corporation Limited (IRCTC) with effect from 01.07.2015 on all Mail/Express and Superfast trains over Indian Railways’ system. This Passenger Feedback System consists of the six areas for which a set of two questions is asked from bonafide passengers. The six areas on which questions are asked are as under:-

i) Train Cleanliness

ii) Platform Cleanliness at Railway Stations

iii) Quality of food served to passengers in trains

iv) Quality of Bed Rolls supplied to passengers in Air

conditioned coaches

v) Train Punctuality

vi) Cooling of ACs in coaches.

Passengers are requested to provide their feedback on the aforesaid amenities in three categories, i.e. (1) Good (2) Satisfactory (3) Bad.

Since 01.07.2015, out of a total of 3,89,342 calls that were made on an average daily basis to passengers, the solicited feedback was received in 99,312 calls on an average daily basis.

Responses from passengers categorized as ‘Bad’ are conveyed directly through the system, via e-mails and mobile phones, to the concerned Divisional authorities for effecting remedial measures promptly. General Managers of all the Zonal Railways have already been directed to sensitise all concerned officials in this regard.

This information was given by the Minister of State for Railways Shri Manoj Sinha in a written reply to a question in Lok Sabha yesterday.

****

AKS/MKV/MN/dk/rv