Scotland's Railway - Customer Insights Framework

It is expected that the successful tender will provide Scotland’s Railway with expertise and guidance on developing the appropriate customer insight framework that enables us to create action plans to support the identification of requirements to improve our offering as well as increasing passenger volumes across our network, and ultimately drive towards a railway that will support the Scottish Government’s ambitions for a carbon Net Zero society. This insight will be available for the whole rail industry in Scotland, not only Network Rail, so an end to end view of a passenger’s journey (or freight customers transportation of goods) is imperative.