Thursday 4 February 2010
Nine out of 10 ScotRail customers are satisfied with their train services – for the second year in a row.
The train operator’s overall rating in the latest National Passenger Survey is 90% - equalling the record achieved a year ago – and seven percentage points higher than the national average among UK train operators.
Satisfaction with punctuality and reliability is also at a record 90% for the second year in a row – and again seven points higher than the UK average.
Conducted by independent watchdog Passenger Focus, the survey also found that ScotRail:
• Outperformed UK satisfaction levels in 29 of the 32 categories, and:
• Improved its results in 21 categories. These include ‘how well delays are handled’ - up five percentage points year on year and some 11 points higher than the national average, and the ‘attitude and helpfulness of staff on trains’ - up eight points and 21 points higher than the UK average.
Steve Montgomery, ScotRail’s managing director, welcomed the latest results and said: “They show that ScotRail has maintained a high level of public confidence in our services.
“The positive result about helpful staff on trains is particularly encouraging and underlines that new training initiatives are having a clear impact on customer service levels.
“The overall results reflect our hard work and commitment to the customer. However, there are still areas where we can do better and these will be a priority in the year ahead.
“They include how well delays are dealt with, which have seen a 12 point improvement since the spring 2009 survey and a rating some 21 points higher than the UK average.
“We will continue to work with Passenger Focus to further improve services.”
Satisfaction with value for money fell four points to 58% compared with autumn 2008. However, this was still 13 percentage points higher than the UK average. The survey was held before ScotRail announced that the majority of its fares were being cut or frozen from January 2 2010.
Mr Montgomery added: “It is heartening to see that our focus on safety, reliability, punctuality and the highest of standards has resulted in record breaking levels of customer satisfaction being retained.
"I believe these independent findings are also the result of listening to and understanding the needs of our customers.
"That will continue, as will our investment programme. We are focussing on delivering further improvements in performance which have already attracted passenger numbers at levels not seen since the 1960s.”
Media enquiries:
Iain Wilson, ScotRail: 0141 335 4565/iain.wilson@firstgroup.com
Clare Meikle, ScotRail: 0141 335 5152/clare.meikle@firstgroup.com
Notes to Editors
Comparison Table
ScotRail’s autumn ratings compared to national average (among UK train operators)
|
Category |
ScotRail |
National Average |
|
Overall customer satisfaction |
90% |
83% |
|
Punctuality and reliability |
90% |
83% |
|
Ticket buying facilities |
83% |
71% |
|
Station cleanliness |
84% |
71% |
|
Personal security on trains |
82% |
73% |
|
Train/Platform information |
86% |
80% |
|
Frequency of trains |
84% |
77% |
|
Availability of staff on trains |
69% |
43% |
|
How well delays are dealt with |
47% |
36% |
|
Value for money |
58% |
45% |
The fieldwork was conducted between September 1 and November 9 2009.
Full details can be found on www.passengerfocus.org.uk
First ScotRail runs more than 2200 trains a day with passenger numbers up more than 20% since October 2004.
