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CHAPTER FIVE STATION PRIORITIES
5.1 Introduction
Respondents were given 20 station service criteria and asked to state which would be the top five things they would want to be informed of in terms of quality. In this section we describe the reporting priorities:
- Across all station users
- By station class
- By journey purpose
- By Demographics
Respondents who had boarded at stations outside Scotland, namely Carlisle and Newcastle, have been excluded from analysis in this section.
5.2 Station Reporting Priorities Across All Station Users
Respondents ranked their top five priorities. In our analysis the top priority has been given a score of 5 and the fifth priority a score of 1 and a mean score has been calculated: the higher the mean score the higher the priority. Figure 5.1 shows the ranking position of all the station service aspects. The top five reporting priorities for Station Aspects are:
- Availability of Information (2.31)
- Ticket office open and waiting times (2.02)
- General cleanliness (1.90)
- Shelters/waiting areas (1.30)
- CCTV/ security measures (1.10)
Figure 5.1: Priorities for Station Aspect Reporting
Notes to Figure: Base: all respondents boarding at SQUIRE stations (weighted data). There were some differences in reporting priorities by the class of station used and demographics. These are described in the sections below.
5.3 Station Reporting Priorities By Station Class
The priorities for reporting vary depending on the station used by respondents. Table 5.1 shows the service attributes that featured in the top five priorities for each station class.
- Ticket Office opening and waiting times, general cleanliness and availability of information appeared in the top five priorities for respondents boarding at all station classes. Although CCTV is in the top five priorities for the sample overall, when analysing the data by station class, it is only a top five priority for passenger boarding at a class 2 station. Other differences in response include:
- Respondents boarding at a class 1, 3 and 4 station had toilet facilities in their top five reporting priorities
- Respondents boarding at class 1 station wanted to see reports on public announcements and customer information rather than shelters/ waiting areas.
Table 5.1: Top Five Reporting Priorities by Station Class
Notes to Figure: Base: all respondents boarding at SQUIRE stations. Further details can be found in Table 5 in ANNEX 4.
5.4 Station Reporting Priorities by Route Group
The priorities for reporting vary depending on the line of route respondents were travelling on. Details about how the routes have been grouped can be found in ANNEX 3.
- The availability of information and ticket office and waiting times were in the top five priorities across all route groups.
- General cleanliness was a top five priority for 13 out of 15 route groups with shelters and waiting areas priorities for 9 out of the 15 route groups. The main differences in priorities between route groups were:
- Respondents travelling on the cross country routes in group 4, 10 and 11 wanted to see reports on seating at the station.
- CCTV/ security measures were in the top five reporting priorities for those travelling on G2, 6, 12 and 13.
- Respondents on the sleeper service (G1), and the mainly cross country services in G3, G10, G11, G13 and G14 wanted to see reports on toilets at the station.
- Commuters on routes G2, G5 and G9 and the sleeper services placed public announcements and customer information as their fourth priority.
- Respondents on the sleeper service (G1), G3, G4, G7 and G8 placed station staff in their top five reporting priorities.
Table 5.2: Top Five Reporting Priorities by Route Group
Further details can be found in Table 6 in ANNEX 4.
5.5 Station Reporting Priorities By Journey Purpose and Respondent Profile
Ticket office opening and waiting times, shelters/waiting areas, general cleanliness and availability of information were in the top five priorities across all ages and for both male and female respondents. Toilet facilities was the fifth priority for respondents aged 50 or more and women whereas 16-24 year olds put seating at the station as their fifth priority and 25-49 year olds and men put public announcements and customer information as their fifth priority.
Table 5.3: Top Five Reporting Priorities by Age and Gender
Further details can be found in Table 7 in ANNEX 4.
- Ticket office open and waiting times, general cleanliness and availability of information were in the top three priorities for all journey purposes. Commuters and leisure travellers placed shelters/ waiting areas as their fourth priority; those travelling on business chose public announcement and customer information and those travelling on personal business chose toilets at the station.
- Respondents who were commuting had public announcements and customer information as their fifth priority and those travelling for leisure and personal business had seating at the station. Reporting about station staff only appeared in the top five priorities for those travelling on business.
Table 5.4 Top Five Reporting Priorities by Journey Purpose
Further details can be found in Table 8 in ANNEX 4.
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