'Mystery shoppers' to judge Indian Railways services

India

15 Jun 2018

Soon, 'mystery shoppers' will judge Indian Railways' services

In a first, a team of 'mystery shoppers' will judge the services of the Indian Railways - from staff behavior, amenities to food.

Like the name suggests, the identity of these mystery shoppers, who will move across India as passengers, will be kept a secret.

A part of quality Audit system, the shoppers will report the findings to the Railways for quick action.

The difference

Mystery shoppers will be different from Railways' usual inspection

Mystery shoppers will be different from Railways' usual inspection

Reportedly, over 40,000 inspections, most of which are surprise checks, take place internally in Railways on all levels every day.

Apart from this, the transporter gets complaints on Facebook and Twitter too, but only 6,000 of them are worthy of 'action'.

However, policymakers believe mystery shoppers will be more helpful as they would be a part of the system as passengers.

The plan

Understanding how mystery shoppers will work

As per Railway Board's plan, the mystery shoppers will interact with passengers on trains and stations. The ratings will be given on pre-determined factors.

This will help Indian Railways in understanding the implementation of rules and regulations.

Their findings will be updated live on a web-based dashboard for policy intervention. Even the Railway employees on the ground won't be told about 'mystery shoppers.'

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The recruitment

The question is: Who will be the mystery shoppers?

The question is: Who will be the mystery shoppers?

While the plan seems promising, the important question is: who will be mystery shoppers?

The Quality Council of India will reportedly be tasked with finding human resources for the project. Currently, 50 mystery shoppers will be hired and sent to targeted locations across the country.

The budget is still being decided and the Railway Board is giving finishing touches to the policy.

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Most asked questions

What is the age criteria for Railway Recruitment board?

More questions

What is the age criteria for Railway Recruitment board?

Asked 2018-08-27 23:23:19 by Kripa Shankar

Answered by NewsBytes

The age criteria for Railway Recruitment Board (Group D exams) for UR- 30 years, SC/ST- 38 years, and for OBC- 36 years. The age criteria for assistant loco pilot and loco pilot posts for UR- 30 years, SC/ST- 35 years, and for OBC- 33 years.

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