The overall rating of 90% in the National Passenger Survey is up one percentage point year-on-year – and seven points higher than the national average among UK train operators.
Satisfaction with punctuality and reliability is at 88% – up two points year-on-year. This score is also six points higher than the UK average.
Conducted by Passenger Focus, the spring 2010 survey found that ScotRail outperformed national trends in 29 of the 32 categories – including personal security at stations and on trains and the attitude and helpfulness of staff.
The independent watchdog’s survey found that ScotRail improved its results in 12 factors year-on-year.
Satisfaction with value for money was up six points to 61% – now 13 points higher than the average across all train operators.
And satisfaction over how well delays are handled saw a five point rise.
Steve Montgomery, ScotRail’s managing director, welcomed the delay handling rating. He said: “We have worked very hard to improve the way we communicate with customers during disruption and this result reveals that they are appreciating our efforts.”
He also noted that customer satisfaction with punctuality and reliability was 88%, two points up year-on-year and six points higher than the national average.
The survey was conducted in January-March which not only included heavy snowfalls but followed the worst winter weather in decades.
Commenting on the 90% overall satisfaction score, Mr Montgomery said: “It shows we have maintained a high level of public confidence in our services, especially during unprecedented arctic conditions when alternative road options were extremely daunting.
“Results overall held up well, considering the challenges we faced. They are a
tribute to the hard work of our staff and a result of listening to our customers to meet their needs and expectations.”
Mr Montgomery stressed ScotRail will continue to work with Passenger Focus to further improve services.
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