How are we doing?
We make sure we’re transparent about what we're doing and what's happening on the network, now and in the future.
You can find out about our performance, customer satisfaction, engineering works, facilities and travel information here.
We work as part of an alliance with Network Rail to continually make our train services more reliable and run on time.
Our services are monitored every day, including Sundays and Bank Holidays. We publish the results online for the previous day and previous month.
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're part of the National Rail Passenger Surveys (NRPS) run by Transport Focus and officially undertaken twice a year. These surveys provide insight into how satisfied our customers are with our services and the performance of our trains.
The latest official NRPS results from Autumn 2016 reflect that ScotRail is undergoing one of the biggest upgrades to Scotland's rail network since it was built in Victorian times. While we have done everything to keep people moving during this work, there was more disruption than normal and this is clear from our scores:
|Satisfaction||Autumn 2016 %||Spring 2016 %||Annual average* %|
|How we handle delays||38||43||41|
*NRPS satisfaction score averaged across the Spring and Autumn 2016 waves.
The latest survey measured our customers' satisfaction from September to November 2016 (reported as Autumn 2016 results). It was the first survey carried out following the five month closure of the upper platforms at Queen Street Station.
The work at Queen Street followed on from a similar project at Winchburgh Tunnel and is part of the multi-billion pound investment in Scotland's railway that is currently underway. This includes:
- Electrification of the line between Glasgow and Edinburgh and the Shotts line
- Electrification of the line between Stirling - Dunblane - Alloa
- A major upgrade of the line between Aberdeen and Inverness
The survey revealed that punctuality and reliability of our trains, alongside the environment of our stations and the capacity of our trains were the most important factors for our customers.
Please contact us if you would like to make a comment or ask a question about our service.
We publish live travel information on our homepage throughout the day, with details of any disruption across the ScotRail network. If you're travelling on one of our trains and your journey is delayed by 30 minutes or more, we'll give you compensation with Delay Repay.
Network Rail publishes information on the common causes of delays, and what is being done to reduce them.
We publish information on engineering works and timetable alterations – making it easy for you to check which services are affected, and how to plan around them.
Short-term engineering works are displayed as PDF files. Long-term engineering is shown in detail in our timetables.
Find all the essential information, including opening times and facilities at our stations.
We’re dedicated to helping disabled customers and people with reduced mobility wherever we can. It’s great to know in advance what assistance you need, but we’ll help you travel on our network whether you’ve booked in advance or not.
You can plan your journey and buy tickets online, from the ticket office at a staffed station, a ticket machine or by phone. We publish information about the different ticket options to help you decide which one is right for you.