ScotRail is celebrating being named as one of the best train operating companies in Britain for customer satisfaction.

The latest Transport Focus Rail User Survey, which was conducted between 6 December 2024 and 25 May 2025, revealed that the operator achieved an overall satisfaction rating of 91 per cent.

This is the best score of all Britain’s large train operators, and was beaten only by London Underground / Overground and Merseyrail.

Transport Focus has been running customer satisfaction surveys since September 2021. The surveys ask passengers to rate their overall satisfaction levels, and to consider the various elements of their rail travel experience, including punctuality, cleanliness, value for money, information during journeys, and the frequency of services. 

Over the last few years, ScotRail has performed consistently well in the customer satisfaction surveys. The operator attributes its latest positive rating to the hard work of the staff across its network.

ScotRail has particularly welcomed its high rating for punctuality and reliability, with a score of 87 per cent satisfaction.

It also achieved the best rating of any operator for the level of crowding. 82 per cent of passengers were satisfied with this aspect of their journey, which reflects the fact that passengers are usually able to get a seat.

ScotRail usually provides extra carriages and seats on its trains when large events take place in Scotland, such as sports fixtures or concerts. It also implements queuing systems at stations and deploys extra staff to reduce overcrowding.

“Everyone at ScotRail works flat out to deliver the service that our customers expect and deserve, so it’s great to see such positive feedback from our customers.

“With more than nine out of ten customers satisfied with our service, this is testament to the hard work of our people in delivering a safe, reliable, and green railway. 

“We are moving towards a busy summer, with many major events taking place across the country, providing us with an opportunity to deliver millions of journeys with ScotRail.” 

Phil Campbell, ScotRail Customer Operations Director