In the Rail Customer Experience Survey (RCXS), ScotRail placed as one of the highest operators in the country (for October 2025 to March 2026).

They achieved a 92% score for customer satisfaction, finding that customers were satisfied with their journeys.

They achieved overall satisfaction of 92%, train punctuality of 91%, ticket-buying experience of 92%, experience at departure stations of 91%, and on-board experience of 90%.

The results highlight the operator’s commitment to providing a reliable and welcoming railway.

“We want our customers to travel regularly with confidence, knowing they can rely on us to provide a safe, comfortable, and reliable service. 

“These results are a reflection of the hard work and commitment of railway staff who work every day to deliver the best possible experience for our customers.  

“It shows those who travel with us value the efforts of our staff and the improvements we are making. 

“These are great results, but we will not become complacent. 

“ScotRail remains focused on delivering the best train service we can for everyone who travels with us.”  

David Ross, ScotRail Chief Operating Officer