Caledonian Sleeper Passenger satisfaction reportd3cez36w5wymxj.cloudfront.net/wp-content/uploads/2016/08/...Caledonian Sleeper Passenger satisfaction report Quarter 4 2016-17 Rail

Caledonian Sleeper

Passenger satisfaction reportQuarter 4 2016-17

Rail Period 12, 13 and 14

Contents

Summary: Caledonian Sleeper results, Quarter 4 2016/17 3

Overall opinions of the Caledonian Sleeper 4

Customer experience of stations 11

Customer experience on board 21

Experience of delays 43

Ticketing & accessing information 51

Customer feedback and suggested improvements 58

Caledonian Sleeper customer priorities 63

Appendix: Methodology, sample profile and quality 66

Page

Summary: Caledonian Sleeper Quarter 4 2016/17

Caledonian

SleeperLowlander Highlander

Overall journey satisfaction 83 81 85

Satisfaction with…

Standard of service provided by staff on the platform and/or on-

board91 91 91

Quality of the journey experience 80 79 82

Getting a good nights sleep 60 55 63

Punctuality/reliability 92 91 92

Sufficient room in your bed/compartment 67 63 69

The ease of being able to get on and off the train 90 90 90

Cleanliness of the sleeping accommodation 88 87 90

The provision of information during the journey if requested 84 79 86

Net Promoter Score 29 18 36

Caledonian Sleeper

Overall opinion of the

Caledonian Sleeper

87

90

86

86

88

Caledonian Sleeper(446)

Travelling for work(64)

Leisure (381)

Weekday (345)

Weekend (100)

2

2

1

3

7

5

7

8

3

8

7

9

9

7

43

51

42

41

48

40

37

41

40

40

Very dissatisfied Fairly dissatisfied Neither / nor Fairly satisfied Very satisfied

Q28a. Overall, how satisfied have you been with your journey today?

Base: in brackets above

% very/fairly satisfied

83

88

82

82

88

Overall journey satisfaction by passenger group

Q4

2016/17Q3

2016

Overall journey satisfaction by route

Caledonian Sleeper (446)

Lowlander (165)

Highlander (280)

2

2

1

7

8

6

8

9

8

43

41

44

40

40

40


83

81

85




87

89

85

Q4

2016/17Q3

2016

Overall journey satisfaction - trend


Overall journey satisfactionTrend: % very/fairly satisfied

50

60

70

80

90

100

Period1

Period2

Period3

Period4

Period5

Period6

Period7

Period8

Period9

Period10

Period11

Period12

Period13

Period14

Caledonian Sleeper

Net Promoter Score by passenger group

Q28b. On a scale of 0-10 (where 0 is not at all likely and 10 is very likely), how likely is it that you would recommend Caledonian Sleeper to a friend or colleague?


CaledonianSleeper (447)


Leisure (383)

Weekday (347)

Weekend (100)

21

16

21

21

20

30

38

28

29

33

50

46

50

50

48

Detractors (0-6) (7-8) Promoters (9-10)

29

30

29

29

29

Net promoter score

29

21

30

30

24

Q4

2016/17Q3

2016

Net Promoter Score by route

29

18

36

Net promoter score




Lowlander (165)

Highlander (282)

21

26

17

30

29

30

50

44

53

Detractors (0-6) (7-8) Promoters (9-10)

29

19

34

Q4

2016/17Q3

2016

-10

0

10

20

30

40

50

60

Period1

Period2

Period3

Period4

Period5

Period6

Period7

Period8

Period9

Period10

Period11

Period12

Period13

Period14

Caledonion Sleeper - Net Promoter Score Caledonion Sleeper - Detractors

Caledonion Sleeper - Promoters


Promoters(9-10) Detractors (0-6)

Net promoter scoreTrend: % promoters, detractors & Net Promoter Score

Net Promoter Score trend

Caledonian Sleeper

Customer experience at

stations



Leisure (383)

Weekday (347)

Weekend (100)

2

2

1

3

12

8

12

12

10

22

15

24

24

17

46

45

46

44

52

18

31

16

18

18



64

76

62

62

70

Overall station satisfaction by passenger group

Q19. Overall, how satisfied are you with the station?


74

81

72

73

74

Q4/17

2016Q3

2016

Overall station satisfaction by route


Lowlander (165)

Highlander (282)

2

1

2

12

8

14

22

18

25

46

52

42

18

20

17


64

72

59




74

77

72

Q4

2016/17Q3

2016

Overall station satisfaction - trendOverall station satisfactionTrend: % very/fairly satisfied


50

60

70

80

90

100

Period1

Period2

Period3

Period4

Period5

Period6

Period7

Period8

Period9

Period10

Period11

Period12

Period13

Period14

Caledonian Sleeper

Customer experience at stations:

functional aspects Provision of information

about train times/ platforms(423)

Connections with other formsof public transport (340)

Facilities for car parking (75)

Facilities for bicycle parking(41)

Ease of being dropped off bycar/taxi (162)

2

2

17

8

6

4

2

13

16

6

13

7

12

19

9

45

4

35

33

37

35

49

23

24

41

Very poor Fairly poor Neither / nor Fairly good Very good

Q15. How would you rate the station where you boarded this train for…?


% very/fairly good

88

83

62

53

73

Q4

2016/17Q3

2016

81

89

58

57

79

Customer experience at stations: functional aspects


0

10

20

30

40

50

60

70

80

90

100

Period1

Period2

Period3

Period4

Period5

Period6

Period7

Period8

Period9

Period10

Period11

Period12

Period13

Period14

Provision of information about train times/ platforms

Connections with other forms of public transport

Ease of being dropped off by car/taxi

Customer experience at stations: Trend: % very/fairly good

Facilities for car parking not shown: sample sizes too low for

analysis

Customer experience at stations:

environmental aspects The upkeep/ repair (393)

Cleanliness of the station(418)

The facilities and services atthe station (341)

Your personal security whilstusing that station (405)

Overall station environment(425)

The provision of shelterfacilities (258)

Availability of seating (357)

Choice ofshops/eating/drinking (337)

The waiting facilities (330)

Shower facilities at arrivalstation (52*)

3

3

8

1

4

5

14

6

10

11

9

7

12

8

13

11

23

14

21

9

23

23

24

25

23

19

20

22

27

6

49

51

42

44

47

39

31

41

29

25

16

16

14

22

13

26

13

17

14

51

Very poor Fairly poor Neither / nor Fairly good Very goodQ15. How would you rate the station where you boarded this train for…?

Q23b. How would you rate the shower facilities at your arrival station?

Base: in brackets above *CAUTION LOW BASE

65

67

56

66

60

65

43

57

42

75

% very/fairly good

73

76

59

71

67

68

47

57

43

70

Q4

2016/17Q3

2016

Customer experience at stations


10

20

30

40

50

60

70

80

Period1

Period2

Period3

Period4

Period5

Period6

Period7

Period8

Period9

Period10

Period11

Period12

Period13

Period14

The upkeep/ repair of the station buildings/ platforms Cleanliness of the stationOverall station environment Personal security whilst using stationProvision of shelter facilities Choice of shops/eating/drinking facilitiesThe facilities and services at the station Availability of seatingWaiting facilities

Customer experience at stations: Trend: % very/fairly good

8

2

3

11

7

12

24

17

9

36

39

31

21

34

44

The availability of staff at the station (323)

The attitudes and helpfulness of the staff (284)

Satisfaction with how request was handled (105)

Very dissatisfied Fairly dissastisfied Neither satisfied nor dissatisfied Fairly satisfied Very satisfied

62

82

84

Staff interactions at stations

11 147

70

Yes - asked for help Yes - asked for information Couldn’t find anyone to ask No - didn’t need help or information

Q17. Did you ask staff for help or information? (Base: 447)

Q15. How satisfied were you with the availability of staff, the attitudes and helpfulness of the staff? Base in brackets above

Q18. How satisfied were you with the way your request was handled? Base in brackets above

Asked for help/informationCaledonian Sleeper, Quarter 4 2016/17 %

Satisfaction with station staff

Caledonian Sleeper, Quarter 4 2016/17 %

% very/fairly

satisfied

57

73

75

Q4

2016/17Q3

2016

Staff interactions at stations


40

50

60

70

80

90

100

Period1

Period2

Period3

Period4

Period5

Period6

Period7

Period8

Period9

Period10

Period11

Period12

Period13

Period14

The availability of staff at the station The attitudes and helpfulness of staff

Staff interactions at stations: Trend: % very/fairly good

Caledonian Sleeper

Customer experience on

board



Leisure (383)

Weekday (347)

Weekend (100)

2

1

2

2

2

8

12

8

8

9

7

6

8

6

11

41

45

40

41

42

41

37

42

43

36


% very/fairly

satisfied

85

89

84

85

85

Overall train satisfaction by passenger group

Q23a. Overall, how satisfied were you with the Caledonian Sleeper you boarded for your journey? Please base your answer on the train only and exclude any

experience at the station


82

82

82

84

78

Q4

2016/17Q3

2016

Overall train satisfaction by route


Lowlander (208)

Highlander (192)

2

5

3

8

4

6

7

5

7

41

49

41

41

37

43


85

86

84


Q23a. Overall, how satisfied were you with the Caledonian Sleeper you boarded for your journey?


82

81

83

Q4

2016/17Q3

2016

Overall train satisfaction - trendOverall train satisfactionTrend: % very/fairly satisfied

Q23a. Overall, how satisfied were you with the Caledonian Sleeper you boarded for your journey?

50

60

70

80

90

100

Period1

Period2

Period3

Period4

Period5

Period6

Period7

Period8

Period9

Period10

Period11

Period12

Period13

Period14

Caledonian Sleeper

Customer experience on board

Punctuality/reliability (447)

Scheduled journey time (447)

Connections with other trainservices (243)

Value for money (445)

Value for money compared toequivalent separate transport and

accommodation (433)

2

2

2

3

2

2

8

7

2

5

18

18

15

8

16

15

43

41

84

77

63

30

34

Very dissatisfied Fairly dissatisfied

91

91

82

70

N/A

% very/fairly good

Q20 Based on your experience on that journey, how satisfied were you with…?

Base in brackets above

92

94

78

73

76

Q4

2016/17Q3

2016


50

60

70

80

90

100

Period1

Period2

Period3

Period4

Period5

Period6

Period7

Period8

Period9

Period10

Period11

Period12

Period13

Period14

Punctuality/reliability Scheduled journey time

Value for money Connections with other train services

Customer experience on boardTrend: % very/fairly good

Q20 Based on your experience on that journey, how satisfied were you with:

Caledonian


Punctuality/reliability 92 91 92

Scheduled journey time 94 92 95

Connections with other train services 78 79 78

Value for money 73 70 75

Customer experience on boardCustomer experience on board:Quarter 4 2016/17: % very/fairly satisfied

Q20 Based on your experience on that journey, how satisfied were you with:


Up keep and repair (442)

The provision of information during thejourney if you requested it* (271)

The availability of staff (400)

The helpfulness and attitude of the staff(434)

The space for luggage (422)

Space for bicycles (33*)

The ease of being able to get on/off (445)

Your personal security whilst on board(431)

6

2

1

1

4

3

1

1

15

4

4

3

19

13

2

3

20

11

11

4

25

28

7

13

42

27

30

22

35

25

39

34

18

56

53

70

17

32

51

50


% very/fairly good

Q21a How would you rate the Caledonian Sleeper you boarded in terms of

Base in brackets above *CAUTION LOW BASE

60

84

83

92

51

57

90

83

58

65

78

87

52

51

80

86

Q4

2016/17Q3

2016

*Labelled ‘The provision of

information’ in Q3


10

20

30

40

50

60

70

80

90

100

Period 1 Period 2 Period 3 Period 4 Period 5 Period 6 Period 7 Period 8 Period 9 Period 10 Period 11 Period 12 Period 13 Period 14

Up keep and repair The provision of information during the journey

The availability of staff The helpfulness and attitude of staff

The space for luggage Ease of being able to get on/off

Your personal security on board the train

Q21a How would you rate the Caledonian Sleeper you boarded in terms of:


Space for bicycles: sample

size too low for analysis

across all Periods


Caledonian


Upkeep and repair 60 60 60

The provision of information during the journey 84 79 86

The availability of staff 83 85 82

The helpfulness and attitude of the staff 92 92 92

The space for luggage 51 51 52

Space for bicycles 57* N/A** N/A**

The ease of being able to get on and off 90 90 90

Your personal security whilst on board 83 86 82

Customer experience on board:Quarter 4 2016/17: % very/fairly good

*CAUTION LOW BASE

** sample size too low for analysis


The quality of the journey experience (447)

The standard of service provided byCaledonian Sleeper staff on the platform

and/or on-board the train (439)

4

1

6

3

10

5

46

27

35

64


% very/fairly good

Q21a How would you rate the Caledonian Sleeper you boarded in terms of

Base in brackets above *CAUTION LOW BASE

80

91

Q4

2016/17Q3

2016

N/A

N/A


Caledonian


The quality of the journey experience 80 78 82

The provision of information during the journey if

you requested it91 91 91



Sufficient room in your berth/compartment(396)

The comfort of the bed/seat (445)

The toilet facilities (434)

Wash facilities (413)

Bedding, sheets, duvets and pillows (394)

Getting a good nights sleep (446)

The lounge car facilities (260)

3

4

8

8

5

7

3

12

8

21

20

6

14

13

19

11

25

28

6

19

12

39

39

35

32

28

38

44

28

38

10

13

56

22

28




% very/fairly good

67

77

45

45

84

60

72

Q4

2016/17

Q3

2016

66

79

51

49

90

58

72


30

40

50

60

70

80

90

100

Period 1 Period 2 Period 3 Period 4 Period 5 Period 6 Period 7 Period 8 Period 9 Period10

Period11

Period12

Period13

Period14

Sufficient room in your berth/compartment The comfort of the bed/seat

The toilet facilities Wash facilities

Bedding, sheets, duvet and pillows Getting a good night's sleep

The lounge car facilities




Caledonian


Sufficient room in your bed/compartment 67 63 69

The comfort of the bed/seat 77 80 75

The toilet facilities 45 42 47

Wash facilities 45 45 45

Bedding, sheets, duvets and pillows 84 83 85

Getting a good nights sleep * 60 55 63

The lounge car facilities 72 82 68



*Getting a good night’s sleep code ‘fairly/very poor’ n = 18. Insufficient base size to show Q21b ‘..can you tell us the reasons for this?’

The cleanliness of thesleeping accommodation

(422)

The cleanliness of thelounge car (273)

The cleanliness of theoutside of the train (365)

1

1

3

3

4

5

7

10

16

33

40

38

55

44

37


Q22 Specifically thinking about the cleanliness of the train you boarded for that journey, how would rate it for…



% very/fairly good

87

85

70

88

85

76

Q4

2016/17Q3

2016

50

60

70

80

90

100

Period 1 Period 2 Period 3 Period 4 Period 5 Period 6 Period 7 Period 8 Period 9 Period10

Period11

Period12

Period13

Period14

The cleanliness of the sleeping accommodation

The cleanliness of the lounge car

The cleanliness of the outside of the train


Customer experience on boardCustomer experience on boardTrend: % very/fairly good


Caledonian


The cleanliness of the sleeping accommodation 88 87 90

The cleanliness of the lounge car 85 89 83

The cleanliness of the outside of the train 76 80 73


Q22 Thinking specifically about the cleanliness of the train you boarded for that journey, how would you rate it for…?

Customer experience on board - catering

Q21c Whilst on board, did you have…? Base: All (447).

46

14

50

2

20

Breakfast

Evening meal

Drink/snack

Other

No food or drink

Use of on-board cateringQuarter 4 2016/17 %

Quality of the food (173)

Taste of the food (174)

Size of food portions (173)

Range offered on ourmenu* (165)

Selection of drinks (140)

Quality of hot drinks (152)

Range available on thenight you travelled (135)

2

2

2

3

1

4

1

11

12

6

9

4

8

10

15

17

19

19

14

16

17

40

41

42

43

42

43

45

31

28

31

26

40

29

27



Breakfast% very/fairly satisfied

71

70

73

69

82

72

72

Q21d(1) How satisfied were you with the breakfast in terms of the…? Base in brackets.

Q4

2016/17

68

69

73

65

78

72

N/A

Q3

2016

*Labelled ‘Range of

food options’ in Q3

Quality of the food (46*)

Taste of the food (46*)

Size of food portions (46*)

**Range offered on ourmenu (46*)

Selection of drinks (45*)

Quality of hot drinks (26*)

Range available on thenight you travelled (46*)

7

3

3

7

6

7

3

5

12

6

6

13

9

6

15

9

39

39

33

49

37

21

38

46

46

48

35

55

59

42



Evening meal% very/fairly satisfied

Q21e(1) How satisfied were you with the evening meal in terms of the…? Base in brackets.

Q3

2016

84

84

81

84

92

80

79

*Caution: low base

Q4

2016/17

79

79

82

76

87

73

N/A

**Labelled ‘Range

of food options’ in

Q3

Catering experience – customer comments

Veggie cooked breakfast other than porridge is needed

Space in the lounge car for second class passengers is limited, but

once in, the quality and atmosphere were excellent.

The breakfast I pre-booked was not available which was disappointing. However I was offered a range of

alternatives.

The cup of tea / juice brought to us in the morning was very much appreciated

Perhaps rotate menus according to time of year ?

Having been very satisfied with the evening meal, we were very dissatisfied with breakfast. It was microwaved by the attendant and carried in a bag to the lounge car in a polystyrene box. By being tipped up in the box , the food was mixed together in one corner so it looked very unattractive. The

taste was poor. Only flimsy plastic cutlery was provided and the single knife had to be used for the pre-packed roll and jam. We had to ask for butter and napkins. This experience was such a contrast to the previous evening when good quality cutlery, crockery and glasses were used. Why, then, was

breakfast so disappointing?

I did not expect the coffee to be instant coffee. The porridge tasted well and the portion size was satisfying, but it could have been served in a more appetizing way (instead of a plastic packet). But I really appreciate the big range of food and drinks

as well as the closeness to Scotland!

I loved the fact that the food was served on proper plates. I think that the lounge car could do

with a refurb though as it looked very much eighties style. It was a pleasure though to have

dinner there. We really enjoyed it. The service was very slow but the stewardess was very kind and

caring.

Q21f Please use the space below for any comments you would like to make about the on-board catering

I wasn't sure how the lounge car worked. There were very nice menus in the seating car, but

nobody came to take an order and there weren't clear instructions about how to obtain the food. I felt like I was encroaching on a first class dining

carriage when I went to buy a drink, but the staff were very friendly anyway.

Caledonian Sleeper

Customer experience of

delays

Experience of delays

CaledonianSleeper (447)

Lowlander (165)

Highlander (282)

Travelling forwork (64)

Leisure (383)

Weekday (347)

Weekend (100)

4

4

8

3

4

3

8

8

9

13

8

6

16

88

89

87

79

89

89

82

Serious delay Minor delay No delay

Experience of serious/minor/no delayQuarter 4 2016/17: %

Q24 Did you experience any delay either on this train or because the train you had planned to catch there was cancelled?

Q25 How long was the delay? Base: all experiencing delay


Average length of

delay (perceived),

minutes

62

62

63

61

62

70

45

Experience of trains arriving on time

0

10

20

30

40

50

60

70

80

90

100

Period1

Period2

Period3

Period4

Period5

Period6

Period7

Period8

Period9

Period10

Period11

Period12

Period13

Period14

Caledonian Sleeper

Experience of trains arriving on timeTrend: % did not experience any delay

Q24 Did you experience any delay either on this train or because the train you had planned to catch there was cancelled?

Rate of delay handling by passenger groupRating of delay handlingQuarter 4 2016/17 %

% very/fairly good

Q26. How well do you think the train company dealt with this train delay?

Base in brackets above, **sample size too low for analysis *CAUTION LOW BASE

CaledonianSleeper (53*)

Travelling for workN/A**

Leisure (40*)

Weekday (35*)

Weekend N/A**

2

3

3

17

15

11

13

13

11

41

40

40

27

29

34

Very Poorly Fairly Poorly Neither well or poorly Fairly Well Very Well

68

69

74

61

58

N/A

Q4

2016/17Q3

2016

Caledonian Sleeper (53*)

Lowlander N/A**

Highlander (36*)

2

3

17

13

13

14

41

40

27

30

Very poor Fairly poor Neither / nor Fairly well Very well

61

59

% very/fairly good

Rate of delay handling by routeRating of delay handlingQuarter 4 2016/17 %

Q26. How well do you think the train company dealt with this train delay?

Base in brackets above **sample size too low for analysis *CAUTION LOW BASE

68

70

Q4

2016/17Q3

2016

Request for delay information

Q23c Did you request for the Caledonian Sleeper staff to keep you informed about any delays during your journey ?

Base: All (n=477)

11

89

Yes

No

Quarter 4 2016/17 %

Experience with aspects of delay handling

The amount of information provided aboutthe delay (40*)

The accuracy of information given aboutthe delay (35*)

The usefulness of the information (33*)

The speed with which information wasprovided (39*)

The time taken to resolve the problem(31*)

The availability of alternative transport ifthe train service could not continue N/A**

20

15

8

18

8

19

22

14

17

10

16

21

34

26

39

34

23

23

19

29

12

19

21

20

14


Q27 How well do you rate the train company for each of the following, in relation to the delay that occurred?

Base in brackets above *caution: low base **Sample size too low for analysis

% very/fairly good

46

42

44

39

43

52

59

49

44

31

Q4

2016/17Q3

2016

Experience of delays and information provision

*CAUTION: LOW BASE **sample size too low for analysis

Caledonian

SleeperLowlander Highlander*

The amount of information provided 46 N/A** 45

The accuracy of the information 42 N/A** 38

The usefulness of the information 44 N/A** 41

The speed with which information was provided 39 N/A** 39

The time taken to resolve the problem 43 N/A** N/A**

The availability of alternative transport if the train

service could not continueN/A** N/A** N/A**

Customer satisfaction with… Quarter 4 2016/17: % very/fairly good

Caledonian Sleeper

Ticketing and accessing

information

Usage of ticket types

Railcards %

None 49

16-25 6

Senior 19

Family & Friends 7

Disabled Persons 2

HM Forces Railcard 1

Two together 10

Other 6

Tickets types %

Singles / Returns

Caledonian Sleeper Fixed 86

Caledonian Sleeper Flexible 9

Anytime 1

Anytime Day 1

Off-Peak / Super Off-Peak 3

Off-Peak Day / Super Off-Peak Day 1

Quarter 4 2016/2017 %

Q14a What type of ticket did you use for your journey? (Base: 447)

Q14b Was your ticket for your journey… (Base: 447)

Q14d Was your fare reduced because you have any of the following Railcards? (Base: 447)

Class %

First Class 28

Standard Class 57

Seat 16

<1

4

10

28

35

21

2

1

On the day of travel

In last week

In last fortnight

In last month

In last two months

In the last 3-6 months



When tickets purchasedQuarter 4 2016/17 %

Purchasing tickets

88

6

2

2

1

1

<1

In advance – via the Sleeper.scot website

In advance – booked over phone to Caledonian

Sleeper

In advance - via anotherwebsite

In advance - via theCaledonian Sleeper App

In advance at station

Ticket was organised forme

Other

Method of purchasing ticket Quarter 4 2016/17 %

Q10 Could you please confirm how you bought the ticket for your journey? (Base: 447)

Q11 When did you buy your ticket for your journey? (Base: 447)

Purchasing tickets

28

57

16

First Class

Standard Class

Seat

46

24

25

3

1

<1

Paper ticket - Printed athome, work or somewhere

else

Paper ticket - Collectedfrom ticket office or station

Paper ticket - Posted to me

E ticket - On mobile phone

Paper ticket - Purchasedfrom ticket office or station

Other

Form and delivery of ticketQuarter 4 2016/17 %

Class of ticketQuarter 4 2016/17 %

Q12 Was the ticket for your journey... Base (447)

Q14b Was your ticket for your journey Base (447)

Information about ticketsavailable (441)

Range of tickets offered byCaledonian Sleeper* (430)

Ease of ticket purchase(445)

Information about the serviceand berth options (443)

1

1

2

5

3

3

8

16

4

9

40

45

30

42

49

33

61

46


Experience of ticket purchasing

Q13 How would you rate the following:


% very/fairly good

89

78

92

88

91

74

90

82

Q4

2016/17Q3

2016

*Termed ‘Range of tickets available’ in Q3

50

60

70

80

90

100

Period1

Period2

Period3

Period4

Period5

Period6

Period7

Period8

Period9

Period10

Period11

Period12

Period13

Period14

Information on tickets available Range of tickets available

Ease of purchase Information about the service and berth options

Experience of ticket purchasingTrend: % very/fairly good

Experience of ticket purchasing

Q13 How would you rate the following…

Caledonian


The information provided about tickets available 89 89 89

The range of tickets available 78 77 79

Ease of ticket purchase 92 93 91

Information about the service and berth options 88 88 88

Purchasing tickets: Experience of ticket

purchasingExperience of ticket purchasingQuarter 4 2016/17: % very/fairly good

Q13 How would you rate the following…

Caledonian Sleeper

Customer feedback and

suggested improvements

40

35

18

16

15

14

6

15

24

See following

slidesSee following slides

Suggestions for improvements

Potential improvementsQuarter 4 2016/17: %

Q33 Which of these potential improvements do you think would be most likely to assist you when planning future journeys on the Caledonian Sleeper?

Base (447)

Caledonian Sleeper waiting facilities at stations

More information about our new trains currently being

constructed

Better information about on-train facilities at the time of

boarding

Better Caledonian Sleeper internet enquiry / booking

service

Better information service, confirming your journey on

the day of travel

Better Caledonian Sleeper internet facilities at stations

Better Caledonian Sleeper telephone enquiry / booking

service

Other

None of these

Other suggested improvements for journey planning

Better plan to choose seats (show which way faces front, and once seat is booked, respect it - do not place

people in front of others when the opposite was booked)

Information on availability of berths on the same day.

Q33 Which of these potential improvements do you think would be most likely to assist you when planning future journeys on the Caledonian

Sleeper?

Base (78) those who stated other

Better information about sleeping options on the train (e.g. small group bookings).

Times when dinner served in lounge car. Had to ask and advised on platform, the earlier

the better as gets very busy before departing.

Better pricing options for frequent travellers, purchasing in advance

(non 1st class)

Having a Caledonian Sleeper Representative prominently at key stations - particularly

when there are issues with the service. At the moment, you can be left rather in limbo

Better information on the reclining and comfort of the seats as well as the light in the car and amount of

stops

Overall we loved our journey. If it wasn't for the wait at London Euston it would have been perfect. The Caledonian sleeper is a great experience, the lounge car and toilets could be refurbished, but the rooms are good, the duvet and pillow very nice and the staff really

amiable and helpful.

Overall, the sleeper train is a fantastic experience. The lack of money to maintain the train in good order seemed evident to me. The staff were very helpful and could not do more, but this can't remove the fact that the trains seem very old and in need of some refitting. Much of the plastic fittings were very battered, and although the bedding was nice and clean, the actual berth

was not very clean. There was even mould on the upper pull out tray which had been there some time.

Great as a one-off experience but won't use again (will fly). Felt the train was very tired and

in need of a major overhaul/refit.

Enjoyed my journey but viewed it very much as a 'one-off luxury' - if I had to make the same journey I would consider booking overnight accommodation in Glasgow and taking

a cheaper daytime train

Always enjoy travelling by the sleeper service. The staff are always very friendly and helpful. Not so happy when the service is diverted via the East

Coast Main Line which results in a late arrival time into London Euston.

The service is great because it takes me from my door to the heart of London which is perfect for when I have meetings to go to in Central London. To fly down means either a 4am start to drive to Inverness or a train to Glasgow or Edinburgh and then an overnight stay before a

morning flight to London. All these options then require additional travel and cost to get from the airport to London whilst the Sleeper doesn't. The Sleeper generally costs slightly more than the alternatives, however it can't be beaten for convenience. Glad to see that you

have added mobile charging facilities in the cabins but the real change will come when the new trains arrive. Hopefully these will be fit for the 21st century!

Q39 Do you have any further comments you would like to make about your journey on the Caledonian Sleeper?

The helper on our carriage was very helpful, easy to contact and kind. This made the trip much easier. The cabins were very small with a

couple of suitcases, but it was bearable.

General comments

The temperature control in the seated

carriage was extremely poor. It started out

very over-heated, went to very cold during

the journey then returned to over-heated.

The harshness of the overhead lights made

it difficult to sleep even with the eye masks.

It was very uncomfortable and very

expensive because of the flaws

General comments

Q33 Which of these potential improvements do you think would be most likely to assist you when planning future journeys on the Caledonian Sleeper?

Base (73) those who stated other

It would be useful to put on the ticket what time

you can board the train. We could have

boarded about an hour before we did. The

sleeping berth could have been cleaner on top

of the upper shelves - I know it is hard to reach

but there was toothpaste and other marks up

there. Otherwise I thought the design of the

berth was excellent, the bed comfortable and

the bedding lovely. The sleep experience was

not good due to the movement of the train - not

sure what you can do about that!

There are 3 areas that I think need to be improved: The quality of the rolling stock - will hopefully

improve comfort and noise levels. The cost - I would use the sleeper more if it was competitive with

air travel. The arrival facilities - the shower facilities at Euston are inadequate and there is often a

considerable wait which is very frustrating.

It would be very desirable to have free

wifi. Also the main annoyance during my

journey was that the lights were kept on

all the time, the seat did not recline and

the carriage cycled between being

extremely warm (too warm for comfort)

and freezing cold (far too cold for

comfort).

The concept of the Caledonian Sleeper is excellent and in the past I have used the service x 2 or x3 per year. The service itself needs

seriously updating: new rolling stock, new engines, improved sleeping accommodation both first and standard class and a more competitive

pricing structure especially for single accommodation , currently only first class. There is no quality breakfast provided on board or even a good

snack service for standard class passengers. The staff, some of whom are welcoming and really helpful, while others are distant to the point of

boredom, need to undertake a period of training and refreshment in that it is the passengers who provide the revenue for their salaries.

Caledonian Sleeper

Customer priorities

Customer priorities within current service

provision

Key drivers of overall journey satisfactionCombined periods 2 – 14 2016/17

CaledonianSleeper

Value for money of the price of your ticket Punctuality/ reliability of the train

The comfort of the bed/seat Cleanliness of the sleeping accommodation

Getting a good nights sleep Journey length

Personal security whilst on board the train Availability of staff on the train

Other

CaledonianSleeper

How train company dealt with delayThe availability of staff on the trainUpkeep and repair of station/platformComfort of the bed/seatGetting a good nights sleepConnections with other train servicesCleanliness of the sleeping accommodationThe value for money of the price of your ticketCleanliness of the lounge carJourney length

Customer priorities within current service

provision

Key drivers of customer dissatisfactionCombined periods 2 – 14 2016/17

Caledonian Sleeper

Appendix

Sample size447

%

Journey Purpose

Travelling for work 14

Personal Business 7

Visiting friends/family 20

Shopping <1

Holiday travels 38

A day out 3

Sport 2

Other leisure 16

Leisure 86

Sample size447

%

Age

16-34 18

35-54 47

55+ 35

Gender

Male 55

Female 45

Working status

Full time 58

Part time 19

Not working 2

Retired 16

Student 4

Residence

UK 89

Non-UK 11

Sample size447

%

Health Conditions

None 90

Vision 1

Hearing 1

Mobility 3

Dexterity -

Learning/concentrating <1

Memory -

Mental health 1

Stamina/ breathing 1

Socially 1

Other 1

Ethnicity

White British/ Any other

white background 93

Other ethnic

background4

Prefer not to say 3

Sample profile – journey details

Sample size447

%

Travelling party

Alone 47

With children 0-4 3

With children 5-10 9

With children 11-15 7

With other adults 16+ 43

Friends 77

Family 23

Colleagues 2

Luggage etc.

Heavy/bulky luggage 36

Pushchair/pram 1

Bicycle 2

Dog 2

Wheelchair/frame <1

Helper <1

Mobility scooter -

None apply 61

Sample profile – journey detailsSample size

447

%

Accommodation

Sleeper berth 84

Seat in seated car 16

Journey direction

Outward 56

Return 20

One way 23

Specific journey

frequency

Once a week or more 1

1-2 times a month 6

Once every 2-3 months 14

Once every 6 months 19

Less often 50

Never/first time 10

Sample size15

%

Duration of using the

Caledonian Sleeper**

Under a year n/a

1-4 years n/a

5-9 years n/a

10 years or more n/a

**base too low for analysis

Sample size447

%

Caledonian Sleeper

travel frequency

First time 52

Once or twice a year 33

3-5 times a year 10

6-12 times a year 3

More than 12 times a

year2

The Caledonian Sleeper Customer Satisfaction Survey provides feedback about customer experience and opinions of the

Caledonian Sleeper. The survey is designed to mirror the National Rail Passenger Survey, but it is carried out as an online

survey.

Passengers who have recently travelled on the Caledonian Sleeper are invited to take part in the online survey. Fieldwork is

continuous and started 3rd May 2015. A dashboard report is provided at the end of every Rail Period, and a more detailed

report is provided every quarter.

This report contains results for the final quarter of fieldwork for the year, combining Period 12, 13 and 14 2016/17.

Fieldwork for quarter 4 2016/17 took place between 5th February – 30th April 2017.

447 surveys were completed in total.

The data is weighted at analysis stage on the same parameters as the National Rail Passenger Survey: time of day, day of

week, station size band, and ‘building block’

Methodology overview

Quality details BDRC Continental comply with ISO 20252, the recognised international quality standard for market research, thus the project

has been carried out in accordance with this standard.

• Adherence to the standard is independently audited once a year

• Where subcontractors are used by BDRC Continental, they are briefed to ensure any outsourced parts of the research are

conducted in adherence to ISO 20252

Full methodological details relevant to the project, are available upon request

This research was designed to ensure robust sample sizes for analysis.

As the survey is conducted with a sample of the target audience, we cannot be 100% certain that a census of the whole

population would yield the same results.

We can be 95% certain that the actual figure (in the population as a whole) falls within a certain range of the survey figure.

The percentages within the table represent the error variance.

Survey finding of…

Base 5 / 95% 20 / 80% 50 / 50%

Total Sample (447) +/- 2.0% +/- 3.7% +/- 4.6%

Caledonian Sleeper

Passenger satisfaction reportQuarter 4 2016-17

Rail Period 12, 13 and 14

Documents

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