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Huge increase in customers satisfied with ScotRail

Posted: 28th January 2020
  • 10 point year-on-year boost in satisfaction
  • Best results since spring 2017

Nine out of ten customers are satisfied with ScotRail, a huge increase of 10 points from this time last year, according to a leading independent survey.

The National Rail Passenger Survey, carried out by the independent watchdog Transport Focus, found that 89 per cent of the 1,200 ScotRail customers surveyed are satisfied with the train operator.

The survey, which was carried out during the best autumn performance for train punctuality in five years, shows that all five of the key factors that our customers value have improved on last year:

  • Punctuality and reliability up six points.
  • How we handle delays up six points.
  • Value for money increased by four points.
  • Customer service up six points.
  • Frequency of trains improved by four points.

The exceptional results, the best of any large train operator in Britain, includes a four point improvement on the spring 2019 survey, and is the best performance since 2017.

It follows unprecedented investment to deliver for customers, including Abellio’s £475 million in brand new and upgraded trains, and an additional £22 million worth of investment to improved reliability, punctuality, and customer satisfaction.

Of the 41 factors for trains and stations in the survey, ScotRail improved in 36 of them, including information for customers, helpfulness of staff, availability of seating, and general cleanliness of trains.

Phil Campbell, ScotRail Head of Customer Operations, said:

“Everyone at ScotRail is working flat out to deliver the service that our customers expect and deserve. I am delighted to see such a significant increase in customer satisfaction, which shows that the hard work of our people is paying off.

“Abellio’s £475 million investment in new and upgraded trains, and the further investment across the business to improve the service we deliver, is helping to build the best railway Scotland has ever had.”


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