Do you want to play a part in effecting change on Scotland’s railway?
Help ScotRail improve and develop our services by joining The Platform.
What is The Platform?
ScotRail has launched The Platform, our online panel of over 7,000 customers, to give you the opportunity to share your views and opinions of Scotland’s railway and help us to provide a service that meets the needs of Scotland now and into the future.
Signing up is easy and painless. Click the Join now button to answer a few simple questions about your current rail habits and you’re all set.
Results
What is most important to you when travelling with ScotRail?
When presented with the following options, train cleanliness was top of your list!
|
Train cleanliness 64% |
Security on trains 50% |
Staff competency 48% |
Staff helpfulness 44% |
|
Ticket buying facilities 44% |
Staff availability 36% |
Access to refreshments 9% |
Staff appearance 5% |
Your priorities when interacting with ScotRail staff…
How important to you is it that ScotRail staff are…?
| 1 | Competent | 99% |
| 2 | Friendly and approachable | 98% |
| 3 | Easily identifiable | 91% |
| 4 | Look professional and neat | 76% |
| 5 | Good personal grooming | 70% |
| 6 | Identically dressed | 45% |
| 7 | Able to express their personality through personal style | 22% |
Behaviours
The main behaviour that has the biggest negative impact on your opinions of ScotRail is when our staff are unaware of customers in need of help, information or advice.
We have listened to all of your feedback and will focus our Customer Service improvements on the things that matter to you.
What can you expect from The Platform?
You can expect to receive interesting surveys each month about topics that matter to you.
We will use your insight to improve customer experience for all passengers and develop products and services fit for a modern and dynamic Scotland. We will keep participants like you up-to-date along the way by sharing what the rest of Scotland thinks.
What are ScotRail trying to achieve?
An online panel is an excellent way for us to establish how Scotland thinks about and engages with its rail services.
Understanding what motivates our customers, where satisfaction can be improved and what helps and hinders your ScotRail journeys will allow us to evolve and progress a service that meets Scotland’s needs.
Frequently asked questions
Why do I need to register to take part?
By registering to take part, we will get to know you better and can involve you in research projects tailored to you and your rail experiences. The sign-up process is very straight forward and takes around two minutes to complete.
What kind of information do I need to provide when I sign up?
We ask some simple questions about you and your current rail habits; for example, how often you are on a ScotRail train, the stations that you visit most often and whether you have a ScotRail Smartcard.
Who are Breaking Blue? Why are they involved?
Breaking Blue are ScotRail’s research partners who are responsible for the web portal that you use to access The Platform and our surveys. Breaking Blue are a member of the Market Research Society and conform to the MRS Code of Conduct, so they make sure everything we ask you is always above board and in accordance with best practice in market research. They also keep your information locked away.
How will you protect my privacy?
We take your privacy very seriously, so ScotRail and Breaking Blue will never pass on your personal details to a third party without your permission. Whenever you complete a survey, your answers are anonymous and will be treated with confidentiality.
How often will you ask me to answer a survey?
We will invite you to answer a survey approximately once a month. There may be times when we have a lot of burning questions and may send you more than one survey, other times we might be deep in thought and won’t send you one that month.
Are there any incentives to taking part?
We hope that by listening to your feedback and taking on board your experiences of our trains, you’ll feel the benefit of being a member of The Platform. We’ll have really important or slightly longer surveys from time to time that we will offer an incentive for – such as a prize draw. We’ll always tell you when you have the chance to win a prize through The Platform.
What if I don’t want to take part anymore?
If you decide that you don’t want to answer our surveys anymore, you can click the Unsubscribe link in the survey invitation email and we will remove you from The Platform. Alternatively, you can email [email protected] and our research partners Breaking Blue will remove you from The Platform.