Nine out of ten passengers are satisfied with ScotRail

Wednesday, 26 July 2017

Nine out of ten passengers are satisfied with ScotRail

Nine out of ten passengers are satisfied with ScotRail, a new independent passenger survey has revealed.

The National Rail Passenger Survey of more than 1,200 passengers revealed that satisfaction with ScotRail is at 90 per cent – an increase from 83 per cent since the previous survey in autumn 2016. You can read the full survey by clicking here.

This is substantially ahead of the UK-wide average of 83 per cent, and equals ScotRail’s best ever overall satisfaction rating. Just 3 per cent of those surveyed said they were dissatisfied with ScotRail.

Highlights from the survey include:

92 per cent are satisfied with the speed of ScotRail journeys
85 per cent are satisfied with ScotRail’s punctuality and reliability
83 per cent are satisfied overall with ScotRail station facilities
82 per cent are satisfied overall with ScotRail train facilities

Alex Hynes, Managing Director of the ScotRail Alliance, said:

“This equals our best ever result, and shows that the vast majority of our passengers are satisfied with the work ScotRail is doing to build the best railway Scotland has ever had.

“For nine out of ten ScotRail customers to be satisfied with our performance at a time when we are delivering one of the biggest upgrades to our network since Victorian times is down to the hard work of our dedicated staff at the ScotRail Alliance, a partnership between Abellio ScotRail and Network Rail.

“These results are really encouraging, but we aren’t complacent. The major investment we are making now will mean faster journeys, more seats and better services for our customers.”

For ‘regional’ train operating companies (TOCs) similar to ScotRail, the average satisfaction rating is 87 per cent. ScotRail’s rating of 90 per cent places it second in this list in the UK.

Across the UK as a whole, 83 per cent of rail passengers are satisfied. ScotRail’s rating of 90 per cent is seven points higher than the UK average. ScotRail is the joint eighth best performing train operator in the UK, out of a total of 26.