FOI/202000016828 · FOI · unclear
Caledonian Sleeper franchise customer satisfaction targets: FOI release
Information requested
You asked if:
Any of the measures highlighted in our previous correspondence (https://www.gov.scot/publications/foi-20-00064/) (such as rolling stock issues or changes to methodology) altered the franchise benchmarks or if these were still in place.
Response
In addition to accepting the proposal from Caledonian Sleeper that an overall journey experience at 3* and above will be accepted as an indication of guest satisfaction, Transport Scotland also approved a trial revision of the satisfaction target as follows:
An initial target of 85% be applied, to be reviewed after the 12-month introduction period of the new trains (from full fleet introduction, including on Highlander services).
This was agreed on the provision that, at the end of a one-year, post-new trains trial, Caledonian Sleeper provide a remedial plan with a target of 90% satisfaction in Year 6 (2020-21) of the franchise, with a view to recovering original Franchise Agreement targets.
About FOI
The Scottish Government is committed to publishing all information released in response to Freedom of Information requests. View all FOI responses at http://www.gov.scot/foi-responses.
Contact Please quote the FOI reference Central Enquiry Unit Email: ceu@gov.scot Phone: 0300 244 4000 The Scottish Government St Andrews House Regent Road Edinburgh EH1 3DG
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