Passengers can soon rate services at Pune station

  • | Tuesday | 19th February, 2019

It will allow us to know what the passengers feel about the services at the station. The authorities should take the feedback system seriously and work on the views. One of the aspects is the feedback system. There will be four main aspects of feedback—facility management, food quality, water/sanitation facilities and the overall feel of the station. After all there is always a scope for improvements,” said Gautam Chheda, associate vice-president of the BVG Group’s domestic and international business arm.“For the feedback system, we will focus on some key elements.

PUNE: People travelling in trains will soon be armed with a feedback system to rate the services on offer at the Pune Junction station.The Indian Railway Stations Development Corporation Limited (IRSDC) has entrusted the city-based BVG Group with the responsibility of facility management at the station.Officials of the company said a feedback system would be in place in the form of machines that would be installed across the station.“We are planning quite a few things to create a concrete facility management programme. One of the aspects is the feedback system. It will allow us to know what the passengers feel about the services at the station. After all there is always a scope for improvements,” said Gautam Chheda, associate vice-president of the BVG Group’s domestic and international business arm.“For the feedback system, we will focus on some key elements. The passengers will have the option to use the machines to submit their feedback. We are studying the number of exit points at the station. A decision will be taken which points need to be closed,” he told TOI.Many airports, including the one in Pune, have machines with three types of facial expressions the passengers can select to click and submit their feedback about the services at the facility. The facial expressions are in the form of a smiling face, a semi-smiling face and a sad face.“Our machines will be different. There will be four main aspects of feedback—facility management, food quality, water/sanitation facilities and the overall feel of the station. Once the feedback is given, it will be checked and the facilities improved,” Chheda said.Last week, an e-mail address — railmitrapune@gmail.com — was shared for people to share their concerns and suggestions to improve the services at the station.“There are many things at the station that need improvement. The authorities should take the feedback system seriously and work on the views. Otherwise, the initiative will fail,” Railway Pravasi Group president Harsha Shah said.

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