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 Autumn 2017 reflect that 85% of our customers are satisfied with the service we deliver - that is an improvement from the same time last year. It shows that not only is our customer satisfaction higher than the UK average, we received the best score of all the largest train operators in the UK.

These results are very encouraging and demonstrate the hard work put into keeping our customers moving while we build the best railway Scotland has ever had:

Satisfaction Autumn 2017 % Autumn 2016 % difference
Overall satisfaction 85 83 +2
Punctuality/reliability 82 80 +2
How we handle delays 51 38 +13

View latest NRPS results here

The latest survey measured our customers' satisfaction from September to November 2017 (reported as Autumn 2017 results) and were published on 30 January 2018.

What matters to our customers? The survey showed customers put punctuality, reliability, station environment and train capacity at the top of the list.

The next set of NRPS results will be published in July 2018.

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