Passenger Satisfaction Survey

passenger gladness spate lead notice (of) and Benchmarking of exercise Standards Hkkjrh jsy ifjogu izcU/ku laLFkku ykuA Indian railroads Institute of captivate Management Lucknow July 2012 PASSENGER SATISFACTION field of study REPORT AND BENCHMARKING OF PERFORMANCE STANDARDS Dr. KALPANA DUBE Senior Professor (Finance & PPP) Assisted by Kishor Mehta, CMI, IRITM Ankit Tandon, RA, IIM Lucknow July 2012 Indian railway arrangements Institute of Transport Management Lucknow G everyplacenment of India Ministry of railway systems DisclaimerThe findings contained in the rider felicity suss out root word atomic number 18 meant to focus on those servicing link up aras which require interrupt attention by the Service Providers. Like altogether other Surveys these represent only an indicative checklist of areas of action and reforms and are by no means exhaustive and fully descriptive. The Survey was restricted to nigh cities of northern dissevers of the Country, the ob servations and findings get limited to that extent and may non apply ipso facto to all Indian Railway passenger military service. PPP noesis Center, Copyright IRITMMESSAGE FROM THE DIRECTOR PPP knowledge centre was setup at IRITM in 2008. IRITM has a Memorandum of Understanding (MoU) with IIM Lucknow, for writing Research Papers, case Studies and assimilating research findings into comprehensive periodic reports to be used for astir(p) prepareing inputs. This is the 4th publication of the Centre. The earlier 3 publications 1. Ideas on PPP, Dr. Kalpana Dube, older Prof. (Fin. & PPP), IRITM & Ashish Shukla 2. A Handbook on Project Finance & PPP Terminology, Dr. Kalpana Dube, elder Prof. (Fin. & PPP), IRITM & Ankit Tandon 3.Studying the Efficacy of an Airport Modernization Concession Agreement, Dr. Kalpana Dube, Sr. Prof. (Fin. & PPP), IRITM The above publications pitch been salubrious received not only by the Railways only if nonetheless outside in the Government, Private Sector and Educational Institutions. Indian Railways is the deportment line of the nation. It has been instrumental in bringing about a social, cultural and economic revolution in our society and has been a strong conjugation and integrating force. Despite organism a monopoly in rider serve which are highly subsidized, asshole it afford to consider a dissatisfied customer?To keep the nation moving and the customers happy, our net social benefit obligations in 2010-11 constituted 17. 57% of total expenditure. Analysis of profitability of coaching job serve showed a loss of 21,324 crores to which net suburban losses in Chennai, Kolkatta and Mumbai contributed Rs. 2364 crores. Other factors provoke also accelerated the situation which include gloomy second class ordinary completes non suburban commuters and concession in fare extended to various categories. No other transport sector instantly is offering rates which could compete with the Railways.Despite so much of effort if we are still unable to keep our Customer satisfied there sure as shooting seems to be some communication gap amidst us and the Customer. In order to asses that gap IRITM conducted a Passenger enjoyment Survey on the Northern, North Central and North Eastern Railway, the result of which are summarized in the publication. We hope the results would allow us the Railway personnel to introspect about our Customer Demand and initiate us to give a bump service and be more vocal in showing our get to for keeping our Customer Happy. Ashima Singh Director IRITM Lucknow July 2012FOREWORD Passenger Amenities and provision of certain(p) essential as well as desirable features on Railway billets as well as on- calling card train services continually engage the attention of insurance makers in the Railway Board as well as the Field Officers in the Zones and Divisions. The ground level scenario at major move in the country differs in terms of background as well as its perceived usefuln ess by the Railway Passengers. The present subject field was designed to get a comprehensive feedback on 37 different service parameters related to passenger conveniences and station facilities.While the objective assessment fields were readily responded to by most passengers the cleared ended questions did not elicit detailed replies and were perfunctory. The recognition gap between Passenger responses and Railway Officers responses also highlighted some interesting differences. Illumination at post, Signage and Clarity of steer Announcements and Booking Counter escort have got really party favorable responses. The deficiency areas which were most reported on were cleanliness on platforms and train toilets, late running of trains as well as unauthorized batch in compartments.What must be empha coatd here is that none of these areas rattling require capital expenditure or investments or repeated policy directives. They just require vigilantism, active supervision and bett er coordination among the service providers within the various departments. A standard protocol of livelihood, cleanliness and supervision functions inescapably to be worked upon just like the various service related parameters put in operation at the newly developed and modernized airports. (Please refer Annexure). This is a standard checklist of service parameters insisted upon by Delhi International Airport Limited (DIAL).A resembling drill would go a grand way in ensuring better services on our premium send especially A1, and A categories. The pamphlet has been designed in such a manner that passenger responses can be very easily understood through use of changeable graphics and simple data presentation, however the larger question which needs to be addressed is that can we provide station and on board housekeeping services which are game changers and means breaking at the same time? Which reflect a paradigm shift in the way Passenger Services are traditionally being of fered by Indian Railways.Perhaps the new position knowledge Corporation announced late may introduce sweeping changes to radically alter the present system of addressing Passenger Amenities and usual conveniences to be made visible(prenominal) to the public. The Station Development Corporation has been conceived with the primary objective of augmenting and improving passenger related amenities at stations. All the issues highlighted in the current succeed would perhaps get addressed if fast tracking the activities of the Station Development agency can show visible early results.The areas of action being well designed concourses, high end waiting spaces, on the loose(p) rag with disabled friendly options for station premises, congestion free platforms, modern cater facilities etc. The Report has been made more useful by adding modify versions of the comprehensive, pan-India Passenger Service Surveys and Station Cleanliness Surveys conducted by the CAG (Railways) in the last hardly a(prenominal) years. In addition, some additional literature and visuals of world class stations have been added to give a feel of what the future may verbal expression like in the days to come for Passenger Amenities and Services in renew Railway Stations.The Report has also been substantiated with identifying certain pregnant performance benchmarks, using examples from the Aviation Sector. Performance benchmarking and improving customer perception are important milestones in improving station premises and passenger services beyond the conventional targets to the next level. A level which is path breaking and futuristic in its vision and implementation. If the checklist of the 37 parameters used in this study as well as the findings contained in the Audit Reports are read and comprehended by the Railway officers responsible for these functions, the purpose of the survey would be fulfilled.However, it may be useful to reiterate that station maintenance procedures must fo llow the KISNE principle i. e. Keep It Smart Neat and Efficient. as well as while we cannot auspicate the moon to our customers we must ensure that what we do promise we deliver at all times with 100% efficiency and zip Failures. These are achievable because we have a long experience of managing stations and procedures are well laid out. What is perhaps needed is a well established drill of adhering to a standard protocol of Station and Train Maintenance Practices and not allow the drill to falter even for a day.A well thought strategy, precision in execution and applying Six Sigma principles for not deviating from the Standard Maintenance and Supervision Protocol would go a long way establishing a smart Order which is easy to replicate and easy to follow. Dr. Kalpana Dube Senior Professor IRITM Lucknow July 2012 The more you engage with customers the clearer things become and the easier it is to determine what you should be doing. -John Russell CONTENTS SN 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 TopicsObjectives of the Passenger Survey Criteria and Methodology Sample Size/Target Respondents Passenger Survey Findings rejoinder by Railway Officers Suggestions for Proactive Action Comparison of General familiar & Railway Officers Response Perception Gap Between the General national as Rail Users and Railway Officers as Rail Users Graphical internal representation of the Findings Strategy For Promoting Indian Railways Image And Train Travel Experience just about Suggestions Benchmarking & Performance Assessment Measures Sub Report One Sample Service Quality Specifications For Delhi International Airport Ltd. DIAL) Conceptual Background for Railway Stations as Profit & Investment Centers Sub Report Two CAG Recommendations on Passenger Services in Indian Railways 2008-09 Sub Report third CAG Recommendations on Cleanliness and Sanitation on Indian Railways 2007-08 Annexure 1 Citizen Charter on Passenger Services of Indian Railways Annexure 2 Questionna ire Used for the Passenger Satisfaction Survey for IR Performance & Service Standards Page No. 1 1 2 3 5 6 7 9 10 25 26 27 28 33 38 40 42 46Passenger Satisfaction Survey Report and Benchmarking of Performance Standards Objectives of the Passenger Survey To review the facilities provided to the passengers right from ticket booking to the on-board travel experience in the trains To asses if facilities provided in trains were adequate and effectively maintained or not, from the demo of Passenger Satisfaction in Station Maintenance Practices. To know the priority areas so that these can be strengthened to optimize passenger satisfaction.To asses the boilers suit travel experience of the passengers in the Indian Railways and their perception of the organization. Criteria and Methodology An present ended questionnaire with about 37 parameters was prepared and survey was conducted with the help of cardinal field executives provided by the Indian Institute of Management (IIM) Luckn ow. The survey was conducted over a period of ten days through direct contact and filling up of the questionnaire by on-board passengers of all the Travel Classes (AC, 2nd Sleeper).The routes determine for the survey were mainly on the Northern part of the country Lucknow New Delhi Lucknow, Lucknow Gorakhpur Lucknow, Lucknow Varanasi Lucknow, Lucknow Allahabad Lucknow, Lucknow Kanpur Lucknow, Lucknow Moradabad Lucknow, Lucknow Firozpur Lucknow. All the Stations surveyed belonged to A-1 and A category. 1 Passenger Satisfaction Survey Report and Benchmarking of Performance Standards Sample Size/Target Respondents The sample size of the survey was around 700 passengers which included 100 Railway Officers as well.The general passengers age profile was from 15 years to 65 years with level best response coming in from the young adults/youth i. e. 26-35 years of age. virtually 28% were female respondents and balance were males. Quality in a service or product is not what y ou put into it. It is what the client or customer gets out of it. Peter F. Drucker 2 Passenger Satisfaction Survey Report and Benchmarking of Performance Standards Passenger Survey Findings Top Efficiencies 1. Illumination & Signages 2. Availability of Porters (Coolies) at the Station 2.Booking clerk Competency & Behaviour 3. Clarity of Announcement at Stations Top Deficiencies 1. Cleanliness of Toilets 2. Unauthorized Vendors & Passengers 2. Cleanliness of Platforms 3. Late Running of Trains Top treysome Concerns/Priority Areas 1. Punctuality 2. Quality of services 3. Safety Satisfactory Services (Rated as Good) 1. Ambience of waiting Rooms/Rest Rooms 2. Seating, body of water, trolley car facilities at the Platform 3. Pricing of Food 4. Linen/Bedroll Cleanliness 5. Fans and Lights in the Trains 3 Passenger Satisfaction Survey Report and Benchmarking of Performance StandardsOther Findings of the Survey more than than 60% of the people have used IT Enabled services such as In ternet Ticketing, Enquiry Kiosks, Touch Screens, etc. 64% of the passengers surveyed confirmed that they have seen service improvements in the Railways in the last five years. 31 % of the passengers surveyed are satisfied with the Railway Amenities/ facilities. 35 % of the passengers surveyed suppose that Railways are full-grown Value for Money for the services provided. 47 % of the passengers surveyed rated boilersuit Services provided by the Railways as Good Your most unhappy customers are your greatest book of facts of learning. Bill Gates 4 Passenger Satisfaction Survey Report and Benchmarking of Performance Standards Response by Railway Officers Top Efficiencies 1. Booking Clerk Competency & Behaviour 2. Quality & Quantity of Food made easy 3. Clarity of Announcement at Stations Top Deficiencies 1. Coach/Toilets intermeshed by Unauthorized Passenger & Vendors 2. Handling of Theft Cases 3. Cleanliness of Toilets/Coaches Top three Concerns/Priority Areas 1. Quality of Ser vice 2. Punctuality 3. CleanlinessSatisfactory Services (Rated as Good) 1. Water in the Coaches 2. Seating, Water, Trolley facilities at the Platform 3. Cleanliness of Platform 4. Ambience of Waiting Rooms/Rest Rooms 5. Illumination & Signages 5 Passenger Satisfaction Survey Report and Benchmarking of Performance Standards Other Findings of the Survey More than 70% of the Railway Officers have used IT Enabled services such as meshing ticketing, enquiry kiosks, touch screens, etc. 94% of the Railway Officers surveyed confirmed that they have seen service improvements in the Railways in the last five years. 7 % of the Railway Officers surveyed are satisfied with the Railway Amenities/ Facilities. 86 % of the Railway Officers surveyed think that Railways giving Value for Money for the services provided. 85 % of the Railway Officers surveyed rated Overall Services provided by the Railways as Good. 6 This handbook on Passenger Satisfaction Survey and Benchmarking of Performance Sta ndards has been compiled using the results obtained in a 15 day extensive Passenger Survey launched by IRITM PPP companionship Centre in association with IIM Lucknow.The survey was in the northern part of the country covering A-1 and A category stations. 700 responses were obtained on 37 different passenger service parameters under nine categories ranging from Point of Sale to On-board Facilities to IT base Passenger Transactions. These have been compiled in easy to read, colourful graphics in this Report. The Report has been made more useful by adding edited versions of the comprehensive, pan-India Passenger Service Surveys and Station Cleanliness Surveys conducted by the CAG (Railways) in the last few years.In addition, some additional literature and visuals of world class stations have been added to give a feel of what the future may look like in the days to come for Passenger Amenities and Services in Modernized Railway Stations. This handbook would be of use not only to IRTS Probationers but also to all frontline Managers and Staff in Indian Railways responsible for Station Maintenance, Sanitation and Passenger Amenities. The handbook can also be accessed on the IRITM website www. iritm. indianrailways. gov. in.A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outlander in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so. Mahatma Gandhi Hkkjrh jsy ifjogu izcU/ku laLFkku ykuA Indian Railways Institute of Transport Management Lucknow Hardoi By-Pass Road, P. O. Manak Nagar, Lucknow 226 011 Ph. 0522-2471961, Fax 0522-2473929, website www. iritm. indianrailways. gov. in