Glasgow Subway – Brand Tracking
Strathclyde Partnership for Transport (SPT) is the largest of Scotland’s seven regional transport partnerships running the Glasgow Subway and a host of specialist bus services. In 2010, SPT approved plans for an extensive upgrade of the subway network. As a result of these plans SPT wanted to commission research to measure and understand customer satisfaction across a broad range of issues to feed into the modernisation programme.
What We Did:
A series of quantitative usage and satisfaction surveys supplemented by qualitative mystery shopping trips and focus groups. We gained a detailed measure of satisfaction, identifying key drivers and detractors and measured the effectiveness of various marketing initiatives, customer service standards as well as understanding different passenger profiles.
The Glasgow Subway is currently undergoing its biggest modernisation programme in more than 30 years and research carried out from 2009-2017 for SPT has informed many of the initiatives and improvements undertaken both on the sub-way system and bus services.