ScotRail scores rating of 90% in latest rail passenger survey

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.

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.

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“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.”

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