ScotRail believed to have hit highest-ever passenger satisfaction score in an official survey
Train operator improves rating to 93 per cent
Passengers have awarded Scotland’s main train operator what is believed its highest-ever satisfaction score in an official survey.
ScotRail has achieved a 93 per cent rating in the latest Rail Customer Experience Survey between January and March compared to 90 per cent in the previous three months.
It is thought the firm has never before topped 90 per cent in the poll or its predecessor, the National Rail Passenger Survey.
ScotRail, which was nationalised by the Scottish Government four years ago, said the result showed it was “making positive progress”.
The operator said it was particularly pleased with improved scores “in areas that matter most to customers” such as punctuality and personal safety.
Satisfaction with punctuality increased by three percentage points from 89 to 92 per cent, with the rating for personal safety by two points from 90 to 92 per cent.
Overall satisfaction with ScotRail’s trains went up by one point from 90 to 91 per cent.
The results come as ScotRail’s latest official punctuality figures showed 91.2 per cent of trains arrived within five minutes of time in the four weeks to May 2.
The best-performing route was from Glasgow to Neilston in East Renfrewshire, where 97.3 per cent of its 38 daily trains arrived within that threshold.
That was followed by the Glasgow to East Kilbride line, whose 38 daily trains scored 96 per cent punctuality, and Glasgow to Paisley Canal, whose 33 daily trains scored 95.7 per cent.
Some of ScotRail’s longest routes performed worst, with the four daily trains from Inverness to Wick achieving 66 per cent punctuality, Glasgow to Stranraer’s five trains a 71.3 per cent score and Glasgow to Oban’s seven trains a 72.8 per cent score.
ScotRail customer operations director Phil Campbell said of the survey figures: “These results reflect the hard work of our staff across the country, who are committed every day to delivering a safe, reliable, and welcoming railway for our customers.
“It is particularly encouraging to see improvements in areas that matter most to customers, including punctuality, on board personal safety, and the overall train experience.
“There’s always more for us to accomplish, but these results show we are making positive progress as we continue to encourage more people to travel with ScotRail.”
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