Customer satisfaction with ScotRail has risen to 93%, according to the latest independent passenger research carried out by transport watchdog Transport Focus.

The findings, published through the Rail Customer Experience Survey (RCXS), show overall satisfaction with journeys on the Scottish rail network increased by three percentage points from the previous survey, rising from 90 to 93%.

The statistics reflect ScotRail’s continued focus on operating a safe, reliable, and welcoming railway across Scotland. Staff throughout the network continue to support passengers by keeping services running, providing information during disruption, and assisting customers at stations and on trains.

Passengers have also reported strong satisfaction across several key areas of the railway experience. Overall station satisfaction stood at 91%, while satisfaction with trains increased to 91% from 90%. Punctuality ratings rose to 92%, up from 89%, and 92% of passengers said they were satisfied with personal safety while travelling on board services, compared with 90% in the previous survey.

“We’re really pleased to see overall customer satisfaction increase to 93 per cent in this latest independent survey. These results reflect the hard work of our staff across the country, who are committed every day to delivering a safe, reliable, and welcoming railway for our customers. 

“It is particularly encouraging to see improvements in areas that matter most to customers, including punctuality, on board personal safety, and the overall train experience. There’s always more for us to accomplish, but these results show we are making positive progress as we continue to encourage more people to travel with ScotRail.”

Phil Campbell, ScotRail Customer Operations Director.