More than four out of five customers satisfied with ScotRail

Tuesday, 19 June 2018

More than 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 84 per cent of the 1,400 ScotRail customers surveyed are satisfied with the train operator.

The survey was carried out earlier this year, at a time when events such as the Beast from the East led to very challenging conditions.

The survey also shows that:

  • Customer satisfaction with ScotRail is higher than the UK average;
  • Satisfaction with how station staff handle requests is up 4 percentage points to 93 per cent;
  • Customer satisfaction with station and on-train facilities – such as WiFi and the availability of power-sockets – has increased.

Figures published this week showed the complexity of the challenge facing Scotland’s railway. 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 customer demand, ScotRail is investing £475m in brand new and upgraded trains, while Network Rail Scotland has invested more than £2bn in new and improved infrastructure since 2014. This investment will deliver:

  • Brand new Hitachi Class 385 electric trains;
  • The electrification of the Central Belt;
  • Upgraded iconic high-speed trains;
  • Station redevelopments across the country, including at Glasgow Queen Street and Aberdeen;
  • Reduced journey times and more services between Aberdeen and Inverness.

An additional ten electric trains will also enter passenger service in the coming weeks, which will boost the number of seats available to customers on the Edinburgh – Glasgow via Falkirk High line by more than 17,200 each day.

Alex Hynes, ScotRail Alliance Managing Director, said:

“For more than four out five customers to be satisfied with ScotRail, despite the challenges we faced during the Beast from the East, is down to the hard work of our people. They go above and beyond the call of duty every single day.

“But we know that our customers demand more from ScotRail. We are on the cusp of delivering a major transformation of Scotland’s railway, which will deliver faster journeys, more seats, and better services for our customers.”