ScotRail is on right track say nine out of ten passengers

Published on Tuesday 22 June 2010 19:38

NINE in ten passengers are satisfied with Scotland's main train operator, the latest official survey shows.

ScotRail's overall score of 90 per cent this spring is 2 per cent better than a year ago and the same as last autumn.

Passenger Focus, the watchdog which conducted the poll, praised the firm's achievement but said it must improve the way it handles disruption.

Travellers marked ScotRail high for the speed of journeys (90 per cent satisfied) and punctuality (88 per cent).

Only half were happy with train toilets, 47 per cent with car parking, and just 40 per cent were satisfied with delay handling, although this was up from 35 per cent a year ago.

The biggest improvement was in value for money, with the number of passengers happy with fare levels up 6 per cent to 61 cent compared with 2009. This has been attributed to a freeze in many tickets in January because of low inflation last year.

However, it could be cancelled out next year when big increases are expected because of a jump in inflation.

Robert Samson, Passenger Focus Scotland manager, said: "Trains are becoming more punctual and passengers' perception with value for money is improving.

"On top of this, ongoing investment in the railway has led to more frequent, punctual services, new trains and car-parking facilities – all of which means happier passengers.

"ScotRail continues to score well against the Great Britain average of 83 per cent overall satisfaction. However, focus must continue on passengers' bugbear – how the industry handles disruption, a priority for passengers but only 40 per cent satisfied."

ScotRail managing director Steve Montgomery said the overall satisfaction score "shows we have maintained a high level of public confidence in our services, especially during unprecedented Arctic conditions, when alternative road options were extremely daunting.

"Results overall held up well, considering the challenges we faced. They are a tribute to the hard work of our staff and a result of listening to our customers to meet their needs and expectations."

Mr Montgomery also welcomed the delay-handling rating but said it would work with Passenger Focus to further improve services.

He said: "We have worked very hard to improve the way we communicate with customers during disruption and this result reveals that they are appreciating our efforts."

Virgin Trains was judged best by passengers among other operators serving Scotland, scoring 90 per cent overall. East Coast scored 88 per cent, while First TransPennine Express achieved 87 per cent and CrossCountry 85 per cent.

Passenger Focus chief executive Anthony Smith said: "As more trains arrive on time, Britain's rail passengers are becoming more satisfied."

Office of Rail Regulation chairman Anna Walker said: "It is positive to see the rail industry maintaining good levels of passenger satisfaction.

"However, passengers continue to voice familiar concerns – they are still dissatisfied with facilities and services at stations and on trains, the availability of staff and how well train companies deal with delays.

"And while the survey shows some improvement with the value for money that a train ticket provides, current satisfaction levels fall far short of where they need to be."

Gerry Doherty, leader of the TSSA rail union, said: "The key finding is that fewer than half of passengers believe their journey represents value for money.

"This is because we still have the most expensive rail fares in Europe under the system whereby private train operators put shareholders' interests ahead of passengers'."