Passenger Satisfaction Remains High as ScotRail Earns Strong Approval Ratings

ScotRail continues to receive strong feedback from passengers, with the vast majority reporting a positive experience when travelling with the operator.

Findings from the Rail Customer Experience Survey (RCXS), carried out by passenger watchdog Transport Focus, show that around nine in ten passengers were satisfied with their overall journey.

ScotRail achieved particularly positive scores across several core areas. Satisfaction with stations reached 91%, while 90% of respondents said they were happy with the trains themselves. The provision of information during journeys was rated especially highly, with a satisfaction score of 93%, and 90% of passengers reported feeling safe while onboard.

The positive results follow ScotRail’s busiest December since the operator returned to public ownership. In December 2025, more than 7.8 million journeys were made across Scotland’s rail network—an increase of 10% compared with the same month in 2024.

The Rail Customer Experience Survey gathers approximately 130,000 responses from rail passengers each year and delivers detailed feedback every four weeks to help operators identify areas for improvement.

Commenting on the results, a ScotRail spokesperson said they were encouraged by the high levels of satisfaction recorded in the independent survey, adding that the feedback reflects passengers’ appreciation of staff efforts and ongoing service improvements. They noted that while progress has been made, the focus remains on delivering a railway that is safe, comfortable and accessible for everyone who uses it.