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Keeping the Conversation Going:

Customer Feedback and Engagement

The Customer Relationship Cell plays a pivotal role in this endeavor,
Adopting a two-way dialogue to gather feedback and disseminate

information. This ongoing conversation offers valuable insights that guide

continuous system improvements.
Regular customer feedback calls provide a rich source of measurable

data, allowing KMRL to identify areas for enhancement across its

operations. By understanding customer needs and experiences, KMRL
can make data-driven decisions to optimize services and ensure a

consistently positive experience for all riders.

100.00 Recognizing the growing importance of technology

and evolving customer preferences, KMRL has
recently launched a comprehensive WhatsApp

service platform. This user-friendly platform offers
80.00 a variety of features designed to streamline

interactions and empower passengers:

·QR Ticketing: Customers can conveniently
book and cancel tickets using QR codes.
60.00 ·Information Hub: Stay informed with real-time

updates, public announcements, and access to

frequently asked questions.

·Feedback Mechanism: Share suggestions,
40.00 complaints, and inquiries directly with the

Customer Relationship Cell.

·Engaging Opportunities: Explore commercial

20.00 offerings, participate in surveys, and learn
about unique initiatives like "Celebration on

Wheels.”

0.00
Enquiry Complaint Appreciation Suggestion Lost & Found