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ScotRail customer satisfaction

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Upon winning the franchise for all Scotland's passenger rail services, First ScotRail appointed us to continue the previous programme of Customer Satisfaction Surveys even though these were not required under the franchise agreement. The survey questionnaire and methodology were changed quite considerably from the previous SRA compliant survey - notably significant rephrasing and refocussing of the questions. The surveys were conducted solely by CAPI using hand-held computers (PDAs) running SNAP Survey software, with 12,400 interviews per annum across the network. The sampling methodology was changed from the previous survey to reflect the passenger count profiles for each route to be surveyed, as well as reflecting peak usage and weekday/Saturday patronage.