ScotRail appears be heading in the right direction as more than 90% of customers are satisfied with services provided, according to a new Transport Focus Rail User Survey.
The independent watchdog for public transport noted a five point increase since 2021-22, with 91% of customers surveyed expressing satisfaction with ScotRail.
The survey was conducted between 24 March and 20 August 2023, and took into consideration various aspects of rail travel, such as value for money, punctuality, cleanliness, information during a journey and service frequency.
Satisfaction with the provision of information saw the biggest increase, leaping from 67% to 85%. Large increases were also seen in satisfaction with service frequency and level of crowding.
Smaller but significant increases were seen in cleanliness, punctuality and reliability and value for money.
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.”
