ScotRail’s customer satisfaction levels on the right track

Last updated: Friday, 15 September 2023

More than nine out of ten customers are satisfied with ScotRail, according to the latest Transport Focus Rail User Survey.

With an increase of five points since 2021/22, the survey by the independent watchdog for public transport found that 91 per cent of customers surveyed are satisfied with ScotRail.

The survey, conducted between 24 March and 20 August 2023, reflects the evolving experiences and preferences of passengers traveling by rail in Great Britain.

Since September 2021, Transport Focus has been diligently seeking the opinions of passengers to assess their overall satisfaction levels, considering various aspects of rail travel including value for money, punctuality, cleanliness, information during journeys, and the frequency of services.

ScotRail's overall satisfaction score has increased from a commendable 86 in the survey carried out between 6 October 2021 and 9 January 2022 to a remarkable 91 in the latest survey, indicating a significant leap in customer satisfaction.

Customer satisfaction levels with the train operator have risen across all categories, with one of the largest improvements being in the provision of information during journeys. In the 6 October 2021 and 9 January 2022 survey, ScotRail scored 67 per cent satisfaction, however, this score has surged to an impressive 85 per cent in provision of information during journeys in the latest survey (24 March and 20 August 2023).

Other improvements between the 6 October 2021 - 9 January 2022 and 24 March - 20 August 2023 surveys have been in:

  • Frequency of services: Rising from 68 per cent to 78 per cent.
  • Cleanliness: Increasing from 77 per cent to 80 per cent.
  • Punctuality / Reliability: Improving from 84 per cent to 87 per cent.
  • Level of crowding: 74 per cent satisfied, rising to 84 per cent satisfied.
  • Value for money: Improving from 62 per cent satisfied to 66 per cent.

The Transport Focus survey results are available on the Transport Focus website .

Phil Campbell, ScotRail Customer Operations Director, said:

“Everyone at ScotRail works flat out to deliver the service that our customers expect and deserve, so it’s great to see increasing levels of customer satisfaction.

“These encouraging numbers are a testament to the hard work of our people in delivering a safe, reliable, and green railway.

“Our focus is on building on this success, and encouraging more people to choose Scotland’s Railway as their low carbon mode of travel.”