Service Quality Inspection Regime
The Service Quality Inspection Regime (SQUIRE) monitors and measures the quality of customer services provided by ScotRail and Caledonian Sleeper.
To do this, Transport Scotland inspectors regularly check the service quality of ScotRail's train and station facilities as well as Caledonian Sleeper station assets and the sleeper services.
The SQUIRE regime is one of the toughest performance regimes in the UK with many of the target levels set at 90% or higher.
SQUIRE inspectors audit all ScotRail run stations in Scotland and approximately 200 trains every four weeks. Service areas inspected range from toilets and help points to train cleanliness, graffiti, staff service and the public address system. There are 41 station and on-train service quality areas inspected under this regime. These are referred to as Service Schedules.
The inspections cover all stations in Scotland, with the exception of Prestwick International Airport, Edinburgh Waverley and Glasgow Central Station, as ScotRail is not the lead operator at these stations.
- As ScotRail now operate under public ownership a revision of the regime took place
- Performance results for both operators are published on a period by period basis
Description of Service Quality areas
SQUIRE contains 41 station and on-train service quality areas (called Service Schedules). These Service Schedules include:
Station Service Schedules
Litter and Contamination
Examples of checks made under this service area are that the station is kept free of litter, remains sanitary and is free from contamination.
Ticket Offices
Examples of checks made under this service area are that, during the opening hours for that station: the station is open for the sale of tickets and all forms of payment are accepted.
Help Points
Examples of checks made under this service area are that help points should be fully operational, answered within 30 seconds and clearly signed.
Customer Information Systems
Examples of checks under this service area are that the customer information system (CIS) is fully operational, legible and the information displayed is accurate.
Station Shelters and Waiting Areas
Examples of checks under this service area are that shelters and waiting areas are fit for purpose, providing reasonable protection from the weather and with any doors functioning correctly. Checks are also made to ensure that these facilities are clean, hygienic and without damage to the shelter structure including panels and glazing.
Train Service Schedules
Train Seats
Examples of checks under this service area are that the seats are undamaged, clean, fit for purpose and, where fitted, seat recline works.
Train Cleanliness
Examples of checks under this service area are that the train is kept free from litter, contamination and excessive dirt and that cleanliness of the external windows is such that passengers can see station signage.
Train Staff and Customer Care
Examples of checks under this service area are that a member of train staff is present, appropriately uniformed including wearing a name badge and is observed performing the customer care duties required of their role.
Passenger Information Screens
Examples of checks under this service area are that the passenger information screens (PIS) are fully operational, legible and the information displayed is accurate.
Glossary of terms
Benchmark
The target level of performance, set individually for each Service Schedule.
Performance
The percentage of Service Schedule passes over the total number inspected.
Quarter
Quarters 1, 2 and 3 comprise Rail Periods 1-3, 4-6 and 7-9 respectively, Quarter 4 comprises Rail Periods 10-13.
Rail Period
The railway calendar is split into 13 Rail Periods. Rail Period 1 starts on the 1st of April each year and ends on the last Saturday of April. Period 2 to 12 inclusive are of 4 weeks duration, with period 13 finishing on the 31st March.
Service Quality Inspection Regime (SQUIRE)
The Service Quality Inspection Regime is a customer focused regime which measures ScotRail and Caledonian Sleeper performance in relation to quality of services and facilities at stations and on trains.
Service Quality Inspector
A Transport Scotland employee responsible for carrying out quality inspections at stations and on trains.
Service Schedule
Area of service quality inspected under the Service Quality Inspection Regime.