Satisfaction with Scotrail slips
85% of passengers are happy with the service they get
Passenger satisfaction with Scotrail has fallen according to the latest indendent survey.
The Transport Focus report for the end of last year shows only 85% happy with the overall service, compared to a record high of 90% in the spring report in 2017.
However the figures on value for money and how customers thought the company dealt with delays showed improvement, and the company says it is still an improvement on the figure of 83% recorded a year ago.
Transport Focus spoke to 1,400 passengers to complile the report.
Transport Focus chief executive Anthony Smith said: “For passengers, it’s all about performance.
"It’s essential that the ScotRail and Network Rail Alliance continue their focus on ensuring most trains arrive on time, with few cancellations and with carriages of the right length.
“Transport Focus welcomes the independent review of train services that ScotRail announced earlier this month to further improve performance.”
ScotRail said its score compared to an average of 81 per cent for train operators across Britain and it was the best among the five largest operators.
ScotRail Alliance managing director Alex Hynes said: “This survey shows customer satisfaction has improved compared to this time last year, and is a clear sign of the progress ScotRail is making.
“Our people work hard to deliver the best possible service for our customers.
"We aren’t complacent, and we’re working hard to build the best railway that Scotland has ever had.