Suggestions for improving Customer satisfaction in Indian Railways and Metro Stations
BJP/ Modi government has taken commendable steps to modernize/upgrade railway travel and railway stations and upgrade passenger experience.. However to ensure better customer satisfaction, some steps are suggested as follows:
- Several times while using the facilities, I have found that lifts/ escalators at rly. stations are out of order, or are unusable, thus causing inconvenience to passengers. Also maintenance activities are done during peak usage hours.
Therefore, I suggest that lift/ escalator maintenance activities be shifted to off-peak hours or night shift except for cases of breakdown. Also breakdown times can be minimized by following preventive maintenance practices and minimizing 'Mean-time to repair (MTTR)' and maximizing 'Mean time between failures (MTBF)'. These parameters should be recoded and monitored by Senior management at the Railway & Metro Stations.
-The toilets in long distance trains also need maintenance attention. Items needing special maintenance attention are toilet door locks/latches, proper working of door hinges, proper closing/fitting of doors, toilet flush switches, availability of toilet paper, toilet floor wetness (mats are not fixed properly), etc.
-Audibility of announcements at railway stations, metro trains and Rajdhani trains should be improved. At railway stations, announcements should not contain adverisements and unnecessary noises and the volume should not be either too loud or be unaudible. In Rajdhani trains and metro trains, proper audio volume should be ensured (for which a standard should be fixed and adhered to).
-Railway stations are too noisy, and hence steps need to be taken to reduce/stop unnecessary noise.
-Also the no-food option should be restored under 'Meal Preference' while booking tickets.
-Concessions available to Senior citizens before COVID, needs to be restored. more
- Several times while using the facilities, I have found that lifts/ escalators at rly. stations are out of order, or are unusable, thus causing inconvenience to passengers. Also maintenance activities are done during peak usage hours.
Therefore, I suggest that lift/ escalator maintenance activities be shifted to off-peak hours or night shift except for cases of breakdown. Also breakdown times can be minimized by following preventive maintenance practices and minimizing 'Mean-time to repair (MTTR)' and maximizing 'Mean time between failures (MTBF)'. These parameters should be recoded and monitored by Senior management at the Railway & Metro Stations.
-The toilets in long distance trains also need maintenance attention. Items needing special maintenance attention are toilet door locks/latches, proper working of door hinges, proper closing/fitting of doors, toilet flush switches, availability of toilet paper, toilet floor wetness (mats are not fixed properly), etc.
-Audibility of announcements at railway stations, metro trains and Rajdhani trains should be improved. At railway stations, announcements should not contain adverisements and unnecessary noises and the volume should not be either too loud or be unaudible. In Rajdhani trains and metro trains, proper audio volume should be ensured (for which a standard should be fixed and adhered to).
-Railway stations are too noisy, and hence steps need to be taken to reduce/stop unnecessary noise.
-Also the no-food option should be restored under 'Meal Preference' while booking tickets.
-Concessions available to Senior citizens before COVID, needs to be restored. more
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Indian Railways doing a commendable job, no doubt about it, now we should aim it to see that it is running on BREAK EVEN POINT, so old fee structure should be revamped in such a manner that in future Railways should be financially healthy and should not think off wind up.... more
Jan 04
How is Indian Railways doing a commendable job? Senior citizen discounts removed. Railway stations are dirty. The food is contaminated at times. Delhi metro in comparison, another rail project is doing a commendable job. more
Jan 06
Privatize 30% routes and railway stations to create competition and improve service at reduced cost of travel. more
Jan 01
The suggestions made are well-meaning. However, I have repeatedly observed the conduct of the users not aligned to responsible citizen conduct. The users must cultivate civic sense in good measure if we want the IR facilities have minimal breaks. more
Dec 30
truly mentioned all the points and hope it is forwarded to the minister of railways for their necessary action more
Dec 30
Where there are Two or more platforms, an escalator services should be made available.For example, NAVSARI station on Ahmedabad -mumbai track for going to platform no.2, there is no such facility made available. A big staircase is in use. more
Dec 29
