The Scottish Government

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CHAPTER ONE EXECUTIVE SUMMARY

2152 interviews have been completed with a sample of passengers on First ScotRail Trains across Scotland. Respondents were asked what their top five service reporting priorities were for both the train they were on and the station at which they boarded.

The results of the research are summarised here under the following headings:

• Train Service Reporting Priorities
• Station Service Reporting Priorities

The findings of the research will be used to prioritise the outputs from SQUIRE which will be reported, and will also inform the headline communications and key messages to be conveyed via the Transport Scotland Website.

1.1 Train Service Reporting Priorities

Respondents were asked to specify their top five (out of 15) train services that they would want to be informed of.

The top five reporting priorities for train users (in order of importance) are:

1. General cleanliness
2. Passenger facilities
3. Toilet facilities on train
4. Passenger information displays
5. Heating and ventilation

1.2 Station Service Reporting Priorities

Respondents were asked to specify their top five (out of 20) station services that they would want to be informed of.

The top five reporting priorities for Station Aspects (in order of importance) are:

1. Availability of information
2. Ticket office open and waiting times
3. General cleanliness
4. Shelters/waiting areas
5. CCTV/ security measures

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