ScotRail scores highly in rail customer satisfaction poll
With an overall satisfaction of 91%, ScotRail is only behind London Underground/Overground and Merseyrail, according to the latest Transport Focus Rail User Survey.
The survey, conducted between December 6, 2024, and May 25, 2025, gathered passengers' opinions on various aspects of rail travel, including value for money, punctuality, and cleanliness.
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Its consistent high performance reflects the hard work of ScotRail staff and their commitment to providing the best possible customer experience.
ScotRail ranks particularly high for punctuality and reliability at 87% satisfaction.
It also has the best score relating to the level of crowding, at 82%, which suggests customers usually manage to find a seat.
Phil Campbell, customer operations director at ScotRail, 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 10 customers satisfied with our service, this is testament to the hard work of our people in delivering a safe, reliable, and green railway.
'We are moving towards a busy summer, with many major events taking place across the country, providing us with an opportunity to deliver millions of journeys with ScotRail.'
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