Survey: Scotrail 'one of UK's best for passenger satisfaction'
The survey found that Scotrail was behind only London Underground/Overground and Merseyrail, when judged by this metric.
Since September 2021, Transport Focus has been seeking the opinions of passengers to assess their overall satisfaction levels, considering various aspects of rail travel including value for money, punctuality, cleanliness, information during journeys, and the frequency of services.
The latest survey, conducted between 6 December 2024 and 25 May 2025, reflects the evolving experiences and preferences of passengers travelling by rail in Great Britain, Scotrail said.
The operator has performed consistently well over the past couple of years, and said that the latest positive score 'reflects the hard work of staff across the business to deliver the best possible experience for customers.'
Passengers board a train at Glasgow's Queen Street (Image: NQ) ScotRail also ranks particularly high for punctuality and reliability at 87 per cent satisfaction, and also has the best score relating to level of crowding of any operator at 82 per cent – meaning customers are usually able to get a seat while travelling.
The Transport Focus survey results are available at ScotRail scorecard - Transport Focus.
READ MORE: Glasgow Central trains face rush-hour disruption amid problem ScotRail is 'fixing' AI train announcer after controversy over voice used
Phil Campbell, ScotRail Customer Operations Director, said: 'Everyone at ScotRail works flat out to deliver the service that our customers expect and deserve, so it's great to see such positive feedback from our customers.
'With more than nine out of ten customers satisfied with our service, this is testament to the hard work of our people in delivering a safe, reliable, and green railway.
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