Caledonian Sleeper franchise customer satisfaction targets: FOI release

Information request and response under the Freedom of Information (Scotland) Act 2002.

Information requested

You asked if:

Any of the measures highlighted in our previous correspondence ( (such as rolling stock issues or changes to methodology) altered the franchise benchmarks or if these were still in place.


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


Please quote the FOI reference
Central Enquiry Unit
Phone: 0300 244 4000

The Scottish Government
St Andrews House
Regent Road

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