ScotRail Customer Satisfaction Rises to 93% in Latest Passenger Survey

ScotRail has reported an increase in customer satisfaction across its rail network, with new independent research showing overall passenger satisfaction has risen to 93%.

The latest findings, published through Transport Focus’ Rail Customer Experience Survey (RCXS), show satisfaction levels increased by three percentage points compared with the previous survey period.

The results indicate continued improvement across several key areas of the passenger experience, including punctuality, onboard safety, station facilities, and overall train satisfaction.

According to the survey, overall satisfaction with ScotRail stations reached 91%, while satisfaction with trains also rose to 91%. Passenger ratings for punctuality increased from 89% to 92%, and satisfaction relating to personal safety onboard services climbed to 92%.

The figures reflect ongoing efforts by ScotRail to improve reliability, passenger communication, and customer experience across the Scottish rail network.

Transport Focus’ RCXS survey provides independent insight into passenger experiences and is widely used across the rail industry to monitor service quality, customer expectations, and operational performance.

ScotRail says frontline staff continue to play a major role in supporting customer experience, particularly during periods of disruption, through station assistance, onboard support, and passenger information services.

Phil Campbell, ScotRail’s Customer Operations Director, said the results demonstrated positive progress across areas that matter most to passengers, including reliability, safety, and the overall journey experience.

The increase in satisfaction comes as ScotRail continues to operate under public ownership following its transition into Scottish Government control in 2022.

Since nationalisation, the operator has placed greater emphasis on improving operational performance, rebuilding passenger confidence, and encouraging increased rail use across Scotland.

The results also reflect the wider importance being placed on customer experience across the UK rail sector as operators continue working to recover passenger numbers following changing travel patterns in recent years.

Passenger satisfaction metrics are increasingly viewed as a key indicator of operational performance alongside punctuality, reliability, accessibility, and safety outcomes.

While ScotRail acknowledged there is still further work to do, the latest survey results suggest improving passenger confidence and service perception across significant parts of the network.