To improve its services, Railways is working on a unique proposal to deploy undercover officials at stations and trains to check for anomalies in the services. The national transporter plans to deploy “Mystery shoppers”, which will will look like normal passengers at station and trains to keep a keen eye on the amenities like food, staff behaviour, and quality on trains and at stations. They will also rate the services and staff performance based on their observations.
The “Mystery shoppers” will rate the amenities on certain per-defined parameters by interacting with passengers, staff members and other officials and submit a report based on their findings.
The system of Mystery Shoppers was developed in the early 20th Century in the US and the UK by firms wanting to evaluate standards maintained by employees. The system is widely used by big companies to rate services from the standpoint of consumers. Read More
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