Customer care & Satisfaction :-
Passengers, consigners and consignee are the customers of railway as they
provide revenue to railway. They expect for easy availability of ticket, confirm
reservation, concession in fares and refunds as well as catering, passenger
amenities and expeditious redressal of complaints and grievances.Similarly,
consigners and consignee want privilege of smooth booking and delivery of their
goods. Therefore, railway has to look after the ways of customer satisfaction
through improvement in services.
There are two types of Customer Satisfaction.
i. Physical Satisfaction.
ii. Mental satisfaction.
