INSUBCONTINENT EXCLUSIVE:
The mystery shoppers will have set parameters by which they will rate the amenitiesNew Delhi: Indian Railways is mulling a proposal to have
undercover sleuths manning railway stations and trains to check for anomalies in the services offered by the national transporter, a senior
Known as, "Mystery shoppers" they will dress like normal passengers, but will keep an eye on the amenities - food, staff behaviour, and
quality on trains and at stations - and rate them on their performance
This system was developed in the early 20th Century in the US and the UK by firms wanting to evaluate standards being maintained by
Now, it is the chosen method of big companies to rate their services from the standpoint of consumers."This is one of the many proposals
that are being currently considered by the railway board to monitor our services
The details are yet to be finalised," the official said
The "mystery shoppers" will have set parameters by which they will rate the amenities by interacting with passengers, staff members and
other officials and submit a report based on their findings, the official said.The official said the board is in the process of deciding if
the Quality Council of India can be roped in to carry out the "shopping" and if NGOs and other civil society groups can also be engaged for
The identity of the mystery shopper will not be revealed at any point to field officials in order to ensure that transparency in the process
is maintained, the official said.(This story has not been edited by TheIndianSubcontinent staff and is auto-generated from a syndicated
