📄 IRCTC Smart Feedback & Vendor Accountability Platform

Feedback system for IRCTC similar to Zomato and Amazon.

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🚦 Current Feedback Landscape

Today, IRCTC and Indian Railways lack a consistent, structured way to collect post-journey feedback from passengers — especially in a category-wise and actionable format. Here's what currently exists:

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✅ Current Channels:

1. Rail Madad Portal

   • Complaint-focused, not for structured feedback
   • No analytics or vendor-specific mapping

2. Social Media (e.g., X/Twitter)

   • Unstructured, public, and lacks traceability

3. Random SMS Surveys

   • Sent inconsistently
   • Not PNR-based or multilingual
   • Ignored by most passengers

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❌ Identified Gaps

• No automated post-journey feedback system
• No PNR-based, category-specific input
• No dashboards for internal vendor/staff performance tracking
• No mobile-optimized, multilingual form
• No data analytics for service/tender planning

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💡 Proposed Solution

A system that collects PNR-linked, category-wise feedback, routes it to the relevant stakeholders, and helps IRCTC measure vendor and staff performance transparently.

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📱 Passenger Flow:

1. Passenger receives link after journey ends (via SMS/WhatsApp/Email)

2. Journey info is auto-filled using PNR

3. Passenger gives category-wise feedback:

   • 🚿 Cleanliness
   • 🍛 Food
   • 🪑 Coach Comfort
   • 👥 Staff behavior
   • 🚉 Station services

4. Feedback is securely stored and available for backend insights

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🛠️ Backend Workflow:

• Feedback gets mapped to responsible parties:

  • Housekeeping → cleaning vendor
  • Food → catering contractor
  • Behavior → TTE/station staff

• Each vendor/staff has:

  • Individual dashboard
  • Monthly feedback stats
  • Performance history

• IRCTC/CRIS can:

  • Monitor route/staff/vendor issues
  • Take preventive action
  • Make data-driven tender decisions

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📊 IRCTC/CRIS Admin Features (Planned):

• Heatmaps of poorly rated trains/routes
• Category-wise averages over time
• Action-trigger logs
• Monthly scorecards for vendors/staff
• Decision-making support for contract awards

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🎯 Project Status

• ✅ Passenger Side (Frontend) is fully built and working

  • Clean, mobile-optimized multilingual UI
  • PNR verification system in place
  • Live form experience available

• 🚧 Vendor/Staff Dashboards & Analytics Modules are in progress

  • These are being designed to align with IRCTC’s operational structure
  • If interested, I can present sample dashboard screens and logic very soon

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🔗 Demo:

https://irctc-feedback-system.netlify.app/

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🚀 Why This Matters

• Boosts passenger confidence with follow-up action
• Makes vendors/staff accountable via structured reviews
• Helps IRCTC with data-driven tender decisions
• Enables targeted improvements in train/station services
• Transforms feedback from passive data → active decisions

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