Scottish rail customers increasingly satisfied with Scotrail service

Nine out of ten Scotrail customers, who took part in a recent survey, said they were satisfied with the quality of service they were receiving.

Thursday, 2nd July 2020, 4:00 pm
The survey was carried out earlier this year before lockdown was imposed and showed improvements in reliability, handling of delays, customer service and frequency of trains. Photo: John Devlin

The National Rail Passenger Survey, carried out by independent watchdog Transport Focus, showed a five point increase in satisfaction levels over last year, with 90 per cent of 920 passengers saying they were satisfied.

Scottish rail passengers were more satisfied than in other parts of Britain, with the UK average satisfaction rate at 92 per cent.

The survey was carried out earlier this year before lockdown was imposed and showed improvements in reliability, handling of delays, customer service and frequency of trains.

Scotland’s Railways managing director Alex Hynes said: “Everyone is working flat out to deliver the service that our customers expect and deserve. I am delighted to see such a high level of customer satisfaction, which shows that the hard work of our people is paying off.

“During the ongoing pandemic we have asked a lot of our customers and I’d like to thank them for their part in keeping Scotland’s Railway safe, by following our five rules for safer travel.

“The improvements in the satisfaction in our customer service is very encouraging, and I look forward to working with our customers in the coming weeks and months to keep them and our staff safe.”