ScotRail scores rating of 90% in latest rail passenger survey

ScotRail 385
Credit: ScotRail

Nine out of ten passengers are satisfied with the service provided by ScotRail, equalling the operator’s highest score in the National Rail Passenger Survey.

The National Rail Passenger Survey is carried out by independent watchdog, Transport Focus.

With an increase of five points on last year, the survey found that 90 per cent of the 920 customers surveyed are satisfied with ScotRail.

The survey was carried out in the early part of 2020 when the country was preparing to enter lockdown and has shown:

  • Punctuality and reliability, up three points.
  • How ScotRail handles delays, up 12 points.
  • Customer service, up nine points.
  • Frequency of trains, improved by five points.
ScotRail HST
Credit: ScotRail

Alex Hynes, Managing Director of Scotland’s Railway, said: “Everyone is working flat out to deliver the service that our customers expect and deserve. I am delighted to see such a high level of customer satisfaction, which shows that the hard work of our people is paying off.

“During the ongoing pandemic we have asked a lot of our customers and I’d like to thank them for their part in keeping Scotland’s Railway safe, by following our five rules for safer travel.

“The improvements in the satisfaction in our customer service is very encouraging, and I look forward to working with our customers in the coming weeks and months to keep them and our staff safe.”

Where Next?

RailAdvent Plus
   Get image downloads, Prints and Streaming Video
News Homepage
   For the Latest Railway News
RailAdvent Online Shop
   Railway Prints, DVD’s / Blu-Ray’s and more
LocoStop – The RailAdvent Community
   Come and share your railway pictures
Mainline UK Steam Info
   Upcoming mainline steam tours/loco movements
   Visit their website


  1. ScotRail is very good. Just looking forward to when they re-start serving my local station (Dunbar) along with LNER, TransPennine and XCountry – all of which are very good too!

  2. I still do believe that Abellio ScotRail are still the best train operator in Scotland. And their Class 385 AT200 Commuter trains are the most amazing electric trains that Hitachi have built following the electrification and are mainly used on the suburban routes in Glasgow and Edinburgh and across the Scottish Central Belt area. Which they could of order 10 more 3-Car Class 385s making the total from 70 Class 385s to 80 Class 385s. But Abellio is to lose the Scotland rail franchise from 2022 and to be taken over by another rail company or run by the Scottish Government as a new open access franchise.

    Plus with the refurbished Class 43 Mk3 “Inter7City” and Class 68 Mk3 fleets are also the best trains that are used on intercity services connecting the 7 Scottish cities and on the Fife Circle Lines and in the Scottish Highlands. Plus with the Class 153, Class 158 and Class 170 DMUs that are used across Scotland including the Borders Line (Edinburgh Waverley-Tweedbank).

    And the Class 318, Class 320, Class 334 and Class 380 EMUs used on the suburban services in the Strathclyde area, Glasgow area and Edinburgh area. As the Class 314s have now gone for scrap.

    Maybe ScotRail don’t need to order anymore new trains because there are plenty of trains in Scotland.


Please enter your comment!
Please enter your name here