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Customer satisfaction with ScotRail improves in the past year according to a new independent survey

The National Rail Passenger Survey, carried out by the independent watchdog Transport Focus, found that 85 per cent of ScotRail customers are satisfied with the train operator. This is an increase from 83 per cent at the same point last year.

Transport Focus surveyed almost 1,400 ScotRail customers across Scotland. The survey was carried out during autumn last year, at what is traditionally a challenging time for the railway because of weather conditions.

The survey, published today, also shows that:

  • Customer satisfaction with ScotRail is higher than the UK average

  • ScotRail received the best customer satisfaction rating of all the largest operators across the UK

ScotRail Alliance managing director Alex Hynes said:

“This survey shows customer satisfaction has improved compared to this time last year, and is a clear sign of the progress ScotRail is making.

“Our people work hard to deliver the best possible service for our customers. The evidence of this was clearer than ever in recent weeks, as our people in ScotRail and Network Rail Scotland kept customers moving during the worst of the winter snow and ice.

“We aren’t complacent, and we’re working hard to build the best railway that Scotland has ever had. The investment we are making in new and refurbished trains will deliver faster journeys, more seats, and better services for our customers across Scotland.”


The average customer satisfaction across the UK is 81 per cent.

The customer satisfaction scores of the largest five operators in the UK are as follows:

  1. ScotRail: 85 per cent

  2. Govia Thameslink: 83 per cent

  3. Northern: 81 per cent

  4. Southeastern: 80 per cent

  5. South West Trains: 75 per cent


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