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CHAPTER TWO INTRODUCTION
Transport Scotland Rail Performance Team is responsible for the management and operation of SQUIRE (Service Quality Inspection Regime), which is used to monitor the quality of station and train assets provided through the Franchise. SQUIRE assesses how far these assets meet agreed benchmark levels of service. The findings inform the setting of financial rewards or penalties which apply to First ScotRail depending on the performance of each asset. Ultimately, the aim of SQUIRE is to raise and sustain service standards at levels above benchmark levels.
The SQUIRE automation project aims to improve reporting on the performance across services and of each asset. The format of the information currently published for SQUIRE is of limited value for the vast majority of passengers, concentrating on high level network-wide results and trends. Information relating to a particular route, station or Service Schedule is not generally available.
It has been recognised that providing a more comprehensive yet journey focussed set of results would be of considerable value, but doing so for all 39 Service Schedules for all 29 service routes and all eight train classes is completely impractical.
This piece of research has been commissioned to establish a short list of priorities for trains and stations on which passengers would most wish to see regularly reported. The approach taken to the research enables these priorities to be determined for each line of route and for different train classes.
The results gathered are reporting priorities only and should not be assumed to correlate in any way with the priorities, penalties and structure of SQUIIRE or be used to justify possible changes to the regime or to prioritise the deployment of resources in improving particular services at the expense of others.
This report presents the findings of the research and summarises the reporting priorities suggested by First ScotRail passengers.
2.1 Objectives
The aim of the research was to establish which categories of SQUIRE the users of First ScotRail services wish to see reported. It has identified their priorities for reporting so that these can be prepared and made available to First ScotRail passengers on the asset categories they consider to be most important. More specifically, the objective of the research was as follows:
To identify the relative importance of each of the service quality measures (as identified by First ScotRail users) as being the most important for reporting. A top five for reporting will be produced for both the station and train service categories used by SQUIRE.
2.2 Methodology
Introduction
A combination of face to face interviews and self completion interviews were used. In this section we give details of the methodology used, the questions asked and the sampling procedure.
Face to Face Interviews
Face to face interviews were completed with train passengers as they made their journey. The vast majority of the interviews completed were interviewer administered.
Self Completion Interviews
A version of the questionnaire was produced that was suitable for passengers to complete themselves. A self completion questionnaire was only given out if the train was so full the interviewer was unable to move around the train.
All passengers using the sleeper service were given a self completion questionnaire. Questionnaires were distributed by the train manager. A questionnaire was left in each berth for passengers to complete either during or after their journey.
A pre-paid envelope was provided with the questionnaire and respondents were asked to post their questionnaire back to Faber Maunsell free of charge.
Questionnaire
A copy of the questionnaire can be found in ANNEX 1. Questions included:
- Journey details
- Reporting priorities for train service aspects
- Reporting priorities for station service aspects
Sampling
There are 24 train routes operated by First ScotRail [ NB: these amalgamate some of the fare routes developed by First ScotRail]. See ANNEX 2 for details of the train routes included in the survey. Interviews were conducted on all routes. Interviewers started at the back of the train and worked towards the front selecting every sixth person. This ensured a random sample of passengers was selected; by ensuring the interviewer moved along the train passengers boarding at different stations were included in the sample.
The timetable for interviewing was also structured to ensure interviews took place across all hours of operation and days of week.
The aim was to achieve 1800 interviews. 2152 interviews were completed in total.
2.3 Analysis and Reporting
Introduction
In this section we describe:
- Data Processing
- Analysis of the data
- Reporting
Data Processing
All questionnaires were retuned to Faber Maunsell for analysis; the analysis of responses took place in four stages summarised below:
The first task was to code the responses to the open-ended questions. Coding involved the allocation of a numerical value to responses. By coding open ended questions it allows the number of people giving a similar comment to be highlighted. The responses were data entered by trained staff into a visual basic programme. A number of range, routing and logic checks were made to ensure accurate data entry.
The data was analysed using the SPSS statistical analysis package, which is ideally suited to this type of analysis as it allows data management, file management, frequency counts, cross tabulation and advanced statistics to be conducted.
Analysis of the data
Where appropriate data has been analysed by type of route, station class, train class, journey purpose and respondent demographics.
Expansion of the survey data was required to ensure that the sample best represented train usage. Two expansion factors have been applied where appropriate to the data. Firstly, when determining the train service aspect reporting priorities, the data was expanded to represent the total occupancy of the train at the time of interview. This weighting compensated for the fact that it is likely that a smaller proportion of travellers on busy services were interviewed than on quieter services.
Secondly, to determine the station reporting priorities the data has been expanded to reflect the annual footfall at the stations where respondents had boarded the train. There are some stations where no respondents had boarded from and so these have not been allowed for in the weighting of the data. Details of where respondents had boarded the train can be found in ANNEX 4.
Reporting
This report highlights the key findings of the research. Where appropriate any difference in response between respondent demographics is highlighted. To enable the report to be easily read and understood, all reported figures have been rounded to the nearest number or percentage. The rounding effect may cause some tables to sum to 99 or 101 percent. If respondents were allowed to give more than one answer to a question, then the table will sum over 100%.
2.4 Format of Report
Following this introduction
Chapter 3: describes in the profile of the sample
Chapter 4: describes the reporting priorities for train aspects
Chapter 5: describes the reporting priorities for station aspects
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