ScotRail passenger satisfaction rising says survey

Passenger satisfaction with train operator ScotRail has increased by 1 per cent to equal its record 90 per cent rating in the latest independent poll by watchdog Passenger Focus - but 40 per cent or less are happy with station parking and how delays are handled.

• East Coast and Virgin scored 92 per cent overall, whilst First Transpennine and CrossCountry recorded 88 per cent and 85 per cent respectively

• Less than 50 per cent satisfied with train toilets, and just 52 per cent with ticket value for money

• ScotRail’s ten-year franchise ends in two years time

Cross-Border operators East Coast and Virgin Trains both scored 92 per cent overall - up by between 1 and 5 percentage points, First TransPennine Express was up by 4 percentage points to 88 per cent and CrossCountry was up by 3 percentage points to 85 per cent.

ScotRail passengers taking part in the latest twice-yearly National Passenger Survey, between last September and November, were happiest with the speed of journeys (92 per cent) and station staff (91 per cent).

However, only 49 per cent were satisfied with train toilets and 52 per cent with ticket value for money.

Satisfaction with parking dropped the most since the last two surveys, down by 9-11 percentage points to 38 per cent. It also prompted the greatest dissatisfaction among the 34 areas ScotRail was marked on - with 45 per cent unhappy.

Improvement in delay handling

ScotRail, whose ten-year franchise ends in two years, last week announced plans to increase station parking in partnership with local authorities, though it has yet to announce specific plans.

ScotRail’s biggest improvement was in delay handling, with the 40 per cent satisfaction rating up 7 percentage points since autumn 2011. It also increased by 2 percentage points on last spring.

ScotRail managing director Steve Montgomery said of the results: “They show ScotRail has maintained a high level of public confidence in our services.

“The positive result on overall customer satisfaction is particularly encouraging as it reflects our hard work and commitment to the customer.

“However, there are still areas where we can do better and these will be a priority in the year ahead.

East Coast, which operates Scotland-London trains on the east coast main line, said its 92 per cent overall rating was the franchise’s highest since the survey was launched in 1999.

Managing director Karen Boswell said: “We want to say thank you to our customers for responding so positively to the many improvements we’ve already made. Our clear message to them and everyone who travels with us is that this is only the beginning.”

The franchise is effectively UK Government-run after two successive operators failed, but is due to be returned to the private sector.

Tony Collins, chief executive of Virgin Trains, which notched up a similar record, said: “Our customers have given a clear message to anyone who hasn’t travelled on the west coast mainline for a while: our services are fast and our staff are fantastic.”