The Platform

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.

Join now


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


Security on trains


Staff competency


Staff helpfulness


Ticket buying facilities


Staff availability


Access to refreshments


Staff appearance


Your priorities when interacting with ScotRail staff…

How important to you is it that ScotRail staff are…?

% of customers who agree it's important
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%


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

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.

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.

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.

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.

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.

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.

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.