90 per cent of customers satisfied with ScotRail

Last updated: Thursday, 2 July 2020

Nine out of ten customers are satisfied with ScotRail, equalling the operator’s highest ever score in the National Rail Passenger Survey, carried out by the independent watchdog Transport Focus.

With an increase of five points on the same time last year, the leading independent survey found that 90 per cent of the 920 customers surveyed are satisfied with ScotRail.

Customers travelling on Scotland’s Railway are among the most satisfied of any across Britain, with the national average for customer satisfaction at 82 per cent.

The survey, which was carried out during the early part of the year when the country prepared to enter lockdown restrictions, shows that four of the key factors measured have improved on last year:

  • Punctuality and reliability up three points.
  • How ScotRail handles delays up 12 points.
  • Customer service up nine points.
  • Frequency of trains improved by five points.

The exceptional results, among the best of any train operator in the UK, includes a 96 per cent satisfaction score for customer service, which is the highest since that element of the data first started being recorded in 2014.

With staff across Scotland’s Railway working flat out to deliver for customers, there were increases across all elements of customer service, including the availability of staff, the attitude and helpfulness of staff, and the provision of information during journeys.

Earlier this week ScotRail thanked customers for wearing face coverings while making essential journeys and following its five rules for safer travel on Scotland’s Railway.

But the operator has reminded customers they must take personal responsibility for their travel choices. Scotland’s Railway cannot guarantee physical distancing at all stages of a customer’s journey.

Alex Hynes, Managing Director of Scotland’s Railway, said:

“Everyone is working flat out to deliver the service that our customers expect and deserve. I am delighted to see such a high level of customer satisfaction, which shows that the hard work of our people is paying off.

“During the ongoing pandemic we have asked a lot of our customers and I’d like to thank them for their part in keeping Scotland’s Railway safe, by following our five rules for safer travel.

“The improvements in the satisfaction in our customer service is very encouraging, and I look forward to working with our customers in the coming weeks and months to keep them and our staff safe.”