ScotRail passenger satisfaction dip from 2014 high

ScotRail: Passenger satisfaction dip from last spring. Picture: Ian Georgeson
ScotRail: Passenger satisfaction dip from last spring. Picture: Ian Georgeson
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PASSENGER satisfaction with ScotRail increased marginally last autumn but remains worse than last spring, independent watchdog Passenger Focus reported today.

A total of 88 per cent of nearly 1,000 travellers polled in the twice-annual National Rail Passengers Survey were happy with Scotland’s main train operator - one percentage point more than autumn 2013.

However, the firm is still two points down on its 90 per cent score in spring 2014 - which equalled its best yet.

Satisfaction with the value for money of tickets was up by eight points to 59 per cent and car parking up nine points to 56 per cent.

Aberdeen-based FirstGroup, which will run ScotRail until March, said the results were its best ever and it had outperformed other train operators in 36 of 37 categories.

ScotRail passengers satisfaction levels fall

It said these included areas that had “proved challenging in the past”, such as how delays are dealt with, where satisfaction improved by seven points to 49 per cent.

Managing director Steve Montgomery said: “I am immensely proud of our staff following a tremendous year of customer service improvements, rounded off by their efforts during the Commonwealth Games and Ryder Cup.

“There is no doubt that, come April, we will be handing over a strong-performing and customer-focused railway to the new franchisee.”

Dutch firm Abellio has won the next ten-year franchise.


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