The Service Quality Incentive Regime (SQUIRE) monitors and measures the quality of customer services provided by the franchise operator, Abellio ScotRail.
To do this, Transport Scotland inspectors regularly check the service quality of ScotRail's train and station facilities.
The SQUIRE regime is one of the toughest performance regimes in the UK with many of the target levels set at 90% or higher.
SQUIRE inspectors audit 354 of 358 stations in Scotland and approximately 200 trains every four weeks. Service areas inspected range from toilets and timetables to train cleanliness, graffiti, staff service and the public address system. There are 35 station and on-train service quality areas inspected under this regime. These are referred to as service schedules.
The inspections cover all stations in Scotland, with the exception of Prestwick International Airport, Lockerbie, Edinburgh Waverley and Glasgow Central Station, as ScotRail is not the lead operator at these stations.
Performance results are published quarterly and can be shown by station, by train, or by line of route.
ScotRail is financially incentivised to perform better than the targets set and receives financial penalties for areas which fail to reach these targets.