Has ScotRail turned the corner?

Passenger survey shows 90% satisfaction

Published 25th Jul 2017
Last updated 25th Jul 2017

90% of passengers are satisfied with the service they get from Scotrail according to an independent survey.

That's an improvement from 83% when the figures were last published in the autumn of 2016 and equals the best rating for the company.

It means ScotRail is ranked as the eighth-best rail operator in the UK out of a total of 26.

Other results in the survey, however, show that more of us are now concerned about our personal security while on the train.

Transport minister Humza Yousaf said the increased satisfaction rate showed a rail improvement plan implemented last year was working.

"This latest increase in overall passenger satisfaction, when compared with spring 2016, is welcome to both me and to passengers.

"These results are evidence the actions implemented through ScotRail's performance improvement plan, which was in place during the survey period, have been reflected in customer opinion.

"This is a good example of Transport Scotland working with the ScotRail Alliance to drive up performance for passengers and we expect this to continue moving forward.The national rail passenger survey (NRPS) found 92% of passengers are satisfied with the speed of ScotRail journeys, 85% with punctuality and reliability, 82% with ScotRail train facilities and 54% are satisfied with how the operator deals with delays.

You can read the full report here

An improvement plan was created last year amid a turbulent period for the ScotRail Alliance when it faced calls to be stripped of its £7 billion 10-year franchise to run Scotland's railways after performance slipped below contracted standards.

Alex Hynes, managing director of the ScotRail Alliance, said: "This equals our best-ever result, and shows that the vast majority of our passengers are satisfied with the work ScotRail is doing to build the best railway Scotland has ever had.

"For nine out of ten ScotRail customers to be satisfied with our performance at a time when we are delivering one of the biggest upgrades to our network since Victorian times is down to the hard work of our dedicated staff at the ScotRail Alliance, a partnership between Abellio ScotRail and Network Rail.

"These results are really encouraging but we aren't complacent. The major investment we are making now will mean faster journeys, more seats and better services for our customers.'