Tuesday May 26th 2026
Photo by Ross Sneddon
Written by Glasgow View Reporter, Liam Eunson
Customer satisfaction with ScotRail has improved, according to the latest independent passenger survey, with 93 per cent of customers reporting satisfaction with their journey.
Figures from the latest Rail Customer Experience Survey (RCXS), carried out by Transport Focus, the independent watchdog for transport users, show overall customer satisfaction with ScotRail has increased by 3 per cent, up from 90 per cent in the previous survey.
Passengers also rated several key parts of their experience highly, including:
– 91 per cent satisfaction with stations overall.
– 91 per cent satisfaction with trains overall, up from 90 per cent.
– 92 per cent satisfaction with punctuality, up from 89 per cent.
– 92 per cent satisfaction with personal safety while on board, up from 90 per cent.
The RCXS replaced the former National Rail Passenger Survey and more than doubles the sample size, providing more detailed and regular feedback. This format helps ScotRail identify areas for improvement and make changes that matter most to customers.
ScotRail explained that the Insights gained from the survey support day-to-day service delivery, influence longer-term planning, and help ensure ScotRail and the wider rail industry continue to deliver what customers want and need.
Phil Campbell, ScotRail Customer Operations Director, said:
“We’re really pleased to see overall customer satisfaction increase to 93 per cent in this latest independent survey.
“These results reflect the hard work of our staff across the country, who are committed every day to delivering a safe, reliable, and welcoming railway for our customers.
“It is particularly encouraging to see improvements in areas that matter most to customers, including punctuality, on board personal safety, and the overall train experience.
“There’s always more for us to accomplish, but these results show we are making positive progress as we continue to encourage more people to travel with ScotRail.”
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