Hospitality

Developed an Issue Fixing Module to assist the client in tracking complaints for timely adherence Challenge

One of the subsidiaries of Indian Railways wanted to improve the quality of food being served in trains running throughout the country for their travellers

Objective

To gather feedback from travellers on quality, quantity & presentation of food, train staff behaviour, and overall journey experience

Approach/Methodology
  • An android app was designed by RedQuanta to collect travellers’ feedback in trains by respective zonal supervisors
  • A specific and focused survey was designed by RedQuanta for collecting feedback in easy, comprehensive way
  • All zonal supervisors (5 major zones) were provided tabs with in-built RedQuanta app to collect feedback from patrons travelling in selected 153 trains
  • Feedback could be saved on the app in offline mode as well and could be synced online later, to avoid internet issues on the run
Impact
  • Real time dashboard for feedback collection
  • Count of Train wise, zone wise, route wise feedback collected in last 24 hours / 7 days / 30 days etc. displayed on an online dashboard
  • Immediate action to be taken upon those feedbacks by top authorities
  • RQ’s issue fixing module to assist in usage and implementation of feedback received from more than 2 Lakh patrons in 120 days. Overall improvement in the quality of food and services by 6% (on an average) in a span of 120 days, much to the customers’ delight