Four out of five customers satisfied with ScotRail

Last updated: Tuesday, 29 January 2019

Four out of five customers are satisfied with ScotRail, an independent survey has revealed.

The National Rail Passenger Survey, carried out by the independent watchdog Transport Focus, found that 79 per cent of the 1,200 ScotRail customers surveyed are satisfied with the train operator, which is the same as the UK average.

The survey, which was carried out during a challenging spell of autumn weather, shows that:

  • The satisfaction of leisure travellers, ScotRail’s largest customer group, is at its highest level since spring 2016 – at 91 per cent;
  • Satisfaction with ScotRail’s ticket buying facilities has increased by five percentage points compared to last year, following a significant investment in new ticket machines and Smartcard technology;
  • Customers are more satisfied with the overall environment of ScotRail stations.

Scotland’s Railway has experienced significant growth in recent years. The number of ScotRail customer journeys increased by 23.5 million over the previous decade – rising from 74.2 million in 2007/08 to 97.8 million in 2017/18.

To meet growing customer demand, ScotRail is investing £475 million in brand new and upgraded trains, while Network Rail Scotland has invested more than £2 billion in new and improved infrastructure since 2014. This investment is delivering:

  • Electrification of the Central Belt;
  • Brand new and upgraded trains, including the state of the art class 385 Hitachi electric trains;
  • Faster journeys, more seats, and better services.

Like much of the railway in Scotland, key stations across the country – including Glasgow Queen Street and Edinburgh Waverley – are currently undergoing significant redevelopment work, ahead of the introduction of brand new, longer trains.

Phil Campbell, Head of Customer Operations, said:

“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 given the challenges we have faced in recent months.

“Everyone at ScotRail is working flat out to deliver the improved service our customers expect and deserve.”