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

NRPS

We're part of the National Rail Passenger Survey (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 most recent NRPS survey found that 79 per cent of the 1,200 ScotRail customers surveyed are satisfied with ScotRail, which is the same as the UK average. While it's good news that four out of five of our customers are satisfied with ScotRail, we know there is much more to do to increase satisfaction with Scotland's Railway.

Satisfaction Autumn 2018 % Spring 2018 % difference
Overall satisfaction 79 84 -5
Punctuality/reliability 72 78 -6
How we handle delays 39 39 flat

View latest NRPS results here

The latest survey measured our customers' satisfaction from September to November 2018 (reported as Autumn 2018 results) and was published on 29 January 2019.

What matters to our customers? The survey showed that our customers demand better punctuality of our trains, more information about potential delays and a better overall experience on board. This is why the investment we are making now in new trains, upgraded stations and better services will deliver for our customers and help us build the best railway Scotland has ever had.

The next set of NRPS results will be published in June/July 2019.

Other surveys

We use three other surveys to measure our services:

  • Service Quality – Our 'Always Listening' survey measures your recent experiences of ScotRail, allowing us to make changes and drive improvements based on your feedback. You can take part by clicking here
  • 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