Description of Service Quality Areas
Of the 36 service quality areas (called service schedules) currently inspected under the Service Quality Incentive Regime research showed that rail passengers wanted to be kept informed on performance in the 10 areas of the station and eight areas of the train service quality listed below.
An explanation of theses areas and examples of the types of items that Transport Scotland Service Quality Inspectors will examine, as applicable, under each of the Service Schedules identified is provided below.
STATION SERVICE SCHEDULES
Station Timetables and Information
Examples of checks made under the service area are that: timetable, poster, leaflet and signage information is up-to-date, accurate and legible and that specified information such as useful contact details and information relating to the station is available. The benchmark is 99%.
Litter and Contamination
Examples of checks made under this service area are that: the station is kept free of litter, remains sanitary, is free from excessive standing water and loose objects and that any weather related conditions are managed appropriately. The benchmark is 95%.
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, queues are 5 minutes or less, hearing aid induction loops are operational and that the Passenger Charter and National Conditions of Carriage are available. The benchmark is 99%.
Public Announcement and Customer Information Systems
Examples of checks made under this service area are that any customer information displays installed at the station is fully functional and showing accurate information. Each station is checked to ensure that it has the facility for announcements to be made at that station and that any announcements made during the audit are audible and accurate. The benchmark is 95%.
Station CCTV and Security
Examples of checks made under this service area are that all CCTV installed is fully functional and that where boundary fencing exists this is secure and unbroken. The benchmark is 90%.
Station Toilets
Examples of checks under this service area are that: the station toilets are open, sanitary and are fully functional including all lights, locks and seats. Checks are also made to ensure that the facilities exist for washing and drying hands and that facilities are stocked with the required consumables (toilet paper, soap). The benchmark is 97%.
Station Staff
Examples of checks under this service area are that any station staff observed are appropriately uniformed, including a name badge, and that they are able to respond to customer enquiries relating to ticket sales. The benchmark is 95%.
Station Seats
Examples of checks under this service area are that the seats are: present, undamaged, clean and fit for purpose. The benchmark is 95%.
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 also made to ensure that these facilities: clean, hygienic and without damage to the shelter structure including panels and glazing. The benchmark is 90%.
Ticket Collection at key Stations
Examples of checks under this area are that tickets are being checked during designated peak hours at 20 specified stations. The benchmark is 97%.
TRAIN SERVICE SCHEDULES
Train Toilets
Examples of checks under this service area are that station toilets are: open, sanitary, fully functional including all lights, locks and seats and that toilet door indicators operate correctly. Checks are also made to ensure that facilities exist for washing and drying hands and that facilities are stocked with the required consumables (toilet paper, soap). The benchmark is 99%.
Train Seats, Racks and other Passenger Facilities
Examples of checks under this service area are that the seats are: undamaged, clean, fit for purpose and, where fitted, seat recline works. Checks are also made to ensure that luggage racks are undamaged a space for wheelchairs is provided. The benchmark is 90%.
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. The benchmark is 96%.
Destination Boards and Passenger Information Displays
Examples of checks under this service area are that the final destination of the train is displayed at the front and rear of the train and on any internal destination boards. Interior information displayed should be accurate and legible and relevant contact details should be provided. The benchmark is 95%.
Train Heating/Ventilation
Examples of checks under this service area are that the temperature is between 10 and 25 degrees centigrade and those windows that are designed to be opened and closed by passengers are fully operational. The benchmark is 99%.
Public Address
Examples of checks under this service area are that announcements are made prior to specified interchange stations and prior to departure from a terminal station and that any announcements that are made are audible and understandable. The benchmark is 95%.
Train Staff and Customer Care
Examples of checks under this service area are that a member of train staff is present, appropriately uniformed including name badge and observed performing the customer care duties required of their role including if the train is running 5 minutes late an announcement is made. The benchmark is 90%.
Sleeper Services
Examples of checks under this service area are that: sleeper cabins are available 30 minutes before departure, cabin doors close and lock correctly, beds are made and that bed linen and towels are clean. Wash basins are also checked to ensure a functioning water supply. The benchmark is 95%.
