Denis A. Mezenin

The purpose of this work is to study the problems of quality management of the services provided in railway transport. The article gives a description of modern digital transport services, raises the issue of effective training of personnel in terms of the use of advanced training technologies, provides a description of the provision of services by Russian Railways. In conclusion, it is noted that the digitization of feedback from the customers of Russian Railways is a fundamental aspect for the continuous improvement of the quality of service provision and maintaining the company's image.

Abstract: the scientific article presents the results of a study of the practical role and place of customer feedback as a tool used in the formation of an enterprise competitiveness management system. The relevance of the problem is due to the fact that thanks to customer feedback, it is possible to assess the quality of products and services, which is used in their further improvement. The paper considers the theoretical aspects of the concept of "customer feedback". The role of customer feedback in the formation of a system for making managerial decisions that are used in the management of...