Customer satisfaction

We continuously improve what we do.

The quality of the service we deliver to our customers is important to us. That's why we're improving the ways we measure customer satisfaction across our stations, on board and with our people.

We publish some of the results online, and use the insights to inform how we train and develop our teams.

Passenger surveys


We're part of the National Rail Passenger Surveys (NRPS) run by Transport Focus. There are two surveys a year – allowing us to measure how we’re doing and where we can improve, at stations and on board our trains.

The latest official NRPS results from Spring 2018 reflect that over four out of five ScotRail customers are satisfied with the service we deliver. While this is a slightly lower level of satisfaction than we achieved in Autumn 2017, we faced some very challenging conditions at the time this research was undertaken, including the Beast from the East. The results also show that ScotRail customers are more satisfied than the UK average and we received one of the best scores of the largest train operators in the UK.

Satisfaction Spring 2018 % Autumn 2017 % difference
Overall satisfaction 84 85 -1
Punctuality/reliability 78 82 -3
How we handle delays 39 51 -13

View latest NRPS results here

The latest survey measured our customers' satisfaction from January to March 2018 (reported as Spring 2018 results) and was published on 19 June 2018.

What matters to our customers? The survey showed that our customers demand even higher standards from us, which is why the investment we are making now in new trains, upgraded stations and better services will help us build the best railway Scotland has ever had.

The next set of NRPS results will be published in January/February 2019.

Other surveys

We use three other surveys to measure our services:

  • Staff performance – Our Service Quality Management System (SQMS) measures staff performance – skills and behaviours – in delivering customer service at our stations and on trains
  • How we compare to others – we use surveys by the Institute of Customer Service (ICS) to see how our customer service measures against other train companies, and other sectors like retail, tourism, automotive, leisure and insurance. We conduct these surveys twice a year.
    See the latest ICS results here
  • What you tell us – you can tell us what you'd like to improve by joining our online panel ‘The Platform'.
    Sign up here