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 Incentive Regime - The Service Quality Incentive Regime is a customer focused regime which measures First ScotRail 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 Incentive Regime.
