The Customer Experience Management survey enables to follow the customer sentiment
as the customer comes to a public utility service environment like in railways service.
CHI® Express integrated with
Haapi™ framework allows to measure
railway industry customer satisfaction index through effective surveys. These indicators
help to measure the effectiveness aligned to Key Performance Indicators of railways
industry with following objectives. Customer Happiness Analysis API performs a detailed
customer satisfaction analysis on customer survey feedbacks received through SMS,
Email, Mobile application or kiosks.
Facilities provided to the passengers on ticket booking to the on-board travel experience.
Optimize passenger satisfaction and facilities provided were adequate.
To know the priority areas so that these can be strengthened to optimize passenger
Overall travel experience of the passengers and their perception of the organization.
Analysis of customer survey feedbacks result over a long time period, and using
statistical methods, allows us to determine which aspects of service have the most
effect on overall satisfaction through CHI®
Express dashboard. The various aspects that contribute to the customer rating of
overall satisfaction are called the primary, secondary and tertiary drivers of satisfaction
depending on how important they are and these ratings can be derived through Haapi™ framework
to determine the underlying factors that summarize and explain the correlations
among the many brand, product, and service perceptions of category customers for
following attributes for railways services.
Trains running on time & Frequency of scheduled services.
Personal Safety & Security
Security on trains during the day Security at stations.
Seating comfort with cleanliness in trains and stations.
Information about service alterations and cancellation / delays.