As part of our efforts to increase our customer satisfaction, we're introducing a Customer Board.
We're looking for customers to act as representatives of your line of route and inform ScotRail about your priorities for improvement and the priorities of your fellow users.
Frequently asked questions
Who are we looking for?
Anyone who has a genuine interest in Scotland's Railway and is willing to spend a couple of hours every three months helping ScotRail understand the customer priorities of your local line of route.
If you are an elected representative, local councillor, MSP or MP we have other stakeholder groups that you can participate in.
How does ScotRail pick Customer Board members?
You can register your interest by clicking the button at the top of the page. We’ll look at every note of interest and select a broad range of customers to represent each line of route. We want to maintain a nice balance of age, gender and reasons for travelling with ScotRail so we will ask a few questions of each interested customer to get to know you a bit better.
What does Customer Board membership involve?
Every three months, we will get our Customer Board members together, sometimes in person and sometimes virtually, to discuss:
- Business updates - keeping you informed
- Future customer initiatives, retail developments and digital innovations
- Indicative voting on what you would like ScotRail to prioritise for you and your fellow passengers
We'll make sure you're not out of pocket for any travel or expenses incurred in attending Customer Board meetings.
Where will Customer Board meetings take place?
We want to maximise participation as much as possible. When you note your interest, you’ll be asked about a range of locations that would work for you and we will arrange the meeting locations based on these locations.
What does a typical Customer Board meeting look like?
You’ll receive a range of interesting presentations from ScotRail’s senior managers on a variety of hot topics, including:
- Our efforts to increase the punctuality and reliability of our trains
- Introduction of new trains on our Inter7City routes and West Highland Line in 2020
- Technology developments – the ScotRail app, ticket buying enhancements, and so on
We’ll also have a round table discussion on the topics which are raised by Board Members, as well as updates from actions points taken from previous meetings to give you the answers you have asked for.
Is there any commitment involved?
We’ll ask you to sign up to our Customer Board Terms of Reference and Constitution . If you are selected but decide that the Customer Board is no longer for you, you can withdraw at any time.