Ferry passenger survey

31 October 2016

Transport Focus is building an even bigger picture of transport user satisfaction by speaking to ferry passengers in Scotland.


We were asked to help Caledonian MacBrayne (CalMac) develop a survey for passengers on its Hebridean & Clyde Ferries franchise. We used our tried-and-tested method of sampling individual journeys to build a representative picture of the travel experience.

Passengers were approached while queuing to board, or when on board the ferry, and invited to complete the questionnaire ‘in the moment’


Key findings

Satisfaction with the journey was high (90 per cent) and comparable with similar surveys on other modes in Scotland at the time (NRPS – 87 per cent; BPS – 92 per cent; TPS – 95 per cent).

There was an understandable degree of variation by route and passenger type – with local island residents generally the least satisfied (81 per cent).

Below you can download:

  • our introduction and commentary
  • the research agency’s presentation deck
  • the technical report.
CalMac presentation - FINAL
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