Happy or Unhappy with your Train Journey? Now Rate Indian Railways Through a Phone Call


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If you are unhappy or happy with the services provided on trains, you can now inform the Indian Railways through this simple IVR process.

Unhappy with your train journey? Exceedingly happy with the service? Don’t know where to voice out your grievances or compliments? Don’t know whether the customer service will pick up your calls or register one at all? Well, now you can await a phone call from the railways itself.

In an effort to understand and improve their level of service, Indian Railways announced the launch of an interactive voice response (IVR) system on Friday, which will ask passengers to rate their experience based on the services provided to them.

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Credit – Wikimedia
The feedback questions will be based on six service parameters including overall cleanliness of the train, platform and station, quality of food, punctuality of the train, quality of bedrolls, air conditioning efficiency, and catering quality.

However, currently the feedback system will begin with questions about only two of these services. The official statement has not mentioned which two.

The Indian Railway Catering and Tourism Corporation (IRCTC) will obtain the feedback via an IVR system. The process will involve passengers being contacted at random on their mobile phones and being asked to rate the services on a scale of 0-2, where 0 represents bad service, 1 is for satisfactory and 2 for good service. About 60-70 calls will be made each day, per train.

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Credit – Wikimedia

Owing to this, the Indian Railways will be able to keep track of the services provided, better and more efficiently.

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