Questions regarding ScotRail’s overall customer satisfaction: FOI release

  1. All correspondence between Transport Scotland, Scottish Ministers and ScotRail relating to the decisions to adjust the franchise Overall Customer Satisfaction target in 2016/17 and in 2018/17, and a copy of any other documents held on this subject
  2. The dates on which each of the above decisions was taken
  3. The calculations used in determining ScotRail’s customer satisfaction score for compliance purposes in 2017/18, including the weighting of the two surveys and the results of the survey taken using the old methodology
  4. All correspondence between Transport Scotland, Scottish Ministers and ScotRail relating to the decision to use dual surveys in calculating ScotRail’s customer satisfaction score for 2017/18
  5. An explanation of why dual surveys were used in 2017/18 when ScotRail’s overall customer satisfaction target was already lowered to reflect the use of the new methodology
  6. All correspondence between Transport Scotland, Scottish Ministers and ScotRail relating to a SPICe enquiry made last month on the subject of customer satisfaction franchise obligations by Alan Rehfish
  7. All correspondence between Transport Scotland, Scottish Ministers and ScotRail on the decision to issue a remedial notice to ScotRail for an expected breach of overall customer satisfaction targets in 2018/19, and a copy of any other documents held on this subject
  8. A full list of all other variations, waivers or adjustments issued by Transport Scotland in the current ScotRail franchise, and an explanation for each one
     

Full response and associated documentation available at:


Published Date 27 Mar 2019 Subject Mode of transport