IRCTC Engages TNS India to gauge Results

IRCTC TNS surveyNew Delhi: Helping Indian Railways judge the efficacy of its cleanliness initiatives at stations across the country, IRCTC has engaged market research firm TNS India which has begun surveying passenger satisfaction levels and shortcomings of the ambitious Swachh Rail mission.

TNS India Pvt Ltd, which was formerly known as Taylor Nelson Sofres, began its three-month exercise on Friday. It will submit a final report on March 15, based on 31 days of feedback (till Feburary 15), according to IRCTC — a subsidiary of Indian Railways.

TNS, which was selected for the job from a limited tender process, will evaluate various pertinent indices based on inputs from passengers as well as Railway officials and service providers before winding up the mission under the union government’s Swacch Bharat.

TNS India is a full-service market research and information agency that provides solutions and insightful analysis of business opportunities for local and multinational businesses. Formerly listed on the London Stock Exchange and a constituent of the FTSE 250 Index, the firm was acquired by WPP Group in October 2008 for 1.6 billion pounds

“The TNS assessment will be based on Railways’ cleanliness efforts and their implementation. The survey is being conducted at 407 railway stations — 75 of them in A1 and the rest 332 in A-category,” IRCTC Chairman and Managing Director Dr  A K Manocha said.

TNS, with 21 field centres across the country, has deployed 55 teams for the exercise. Each team, comprising a supervisor and five interviewers, will survey as per a route plan and complete 50 stations in two days each.

“To monitor and facilitate smooth survey at stations, IRCTC has deployed supervisor-level staff to accompany the team,” revealed Dr. Manocha. “It is on a tablet that the respondent’s feedback will be saved. This will ensure zero manipulation with data.”

The ranking of stations will motivate the best-performing ones to maintain the standard as well as prompt the low-performing ones to better the scene. The brief parameters of survey will be availability of infrastructure and provisions for upkeep/cleaning/sanitation, process/methodology adopted for cleaning, adequate availability and the condition of toilets, its walls, windows and doors besides the tracks.

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