ScotRail has confirmed that nine out of ten passengers are satisfied with their train service. This result shows an increase of 10 points from this time last year.
The National Rail Passenger Survey found that 89 per cent of the 1,200 ScotRail customers surveyed are satisfied with the operator.
The survey shows that all five factors that passengers value were improved on:
- Punctuality and reliability up six points.
- How we handle delays up six points.
- Value for money increased by four points.
- Customer service up six points.
- Frequency of trains improved by four points.
The results are the best performance since 2017.
What did the officials say?
Phil Campbell, ScotRail Head of Customer Operations, said:
“Everyone at ScotRail is working flat out to deliver the service that our customers expect and deserve. I am delighted to see such a significant increase in customer satisfaction, which shows that the hard work of our people is paying off.
“Abellio's £475 million investment in new and upgraded trains, and the further investment across the business to improve the service we deliver, is helping to build the best railway Scotland has ever had.”
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